Customer Retention Representative at North Payments: 100% Remote (FL)

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Title: Customer Retention Representative

Location: Remote work FL

Job Description:

Let’s go North, together.

Join our mission to build the largest suite of credit card processing and merchant services. It’s one simple payment platform backed by the most diverse payment companies. From credit card processing to back-office management, North points the way to smarter, faster, and just plain better payment solutions.

Job Summary:
The Customer Solutions Associate is part of the B2B environment that focuses on retaining and expanding business within the current merchant base, through strategic outreach and inbound closure calls. This role requires a driven individual with a proven ability to build rapport, influence decisions, and navigate complex situations to maximize customer loyalty and growth for North. The ideal candidate possesses a strong understanding of customer retention principles and thrives in a competitive environment focused on achieving results.

What you'll do:

  • Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with North. Issues generally center around:
    • Rates and Fees – educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis
    • Equipment Concerns – educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
    • Service Concerns – serve as a point of contact for the merchant while their issues are being addressed and resolved, escalate issues appropriately to ensure immediately resolution
    • PaymentsHub – educate merchant on value of the NAB loyalty program
  • Maintain current understanding of NAB processing rate structures and current industry knowledge;
  • Work with all departments within NAB to identify the best solution to the merchant’s concerns;
  • Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable;
  • Make suggestions to management for improving processes to reduce account closures;
  • Special projects as assigned by management.

What we need from you:

  • High School Diploma or equivalent required; some college preferred
  • 1-3 years prior experience in a call center environment required
  • 1-3 years prior experience as a Sales, Retention, or Loyalty Representative preferred

What we offer:

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

  • Medical, Dental, & Vision Coverage
  • PTO: Vacation, Sick, Holidays
  • Birthday Holiday
  • Education Assistance
  • 401(k) + Match
  • Mental Health Support & Well-Being Program
  • Company-funded Lifestyle Spending Account

Salary Range: $15.00-$17.00 per hour + monthly bonus

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

Who we are:

North, and our family of companies, are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both. We pride ourselves on being large enough to offer customized solutions to our enterprise-level clients while remaining agile enough to take an award-winning, hands-on approach to personal service that our merchants won’t find anywhere else.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...