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Customer Retention Specialist

2 months ago

Fort Worth, Texas, United States Deluxe Full time
WHO YOU ARE:

Are you someone who thrives on delivering exceptional service? Do you possess a proactive mindset and a knack for problem-solving? If so, you might be the perfect fit for this role.

ABOUT US:

Deluxe Merchant Services stands at the forefront of the payment processing industry, offering robust solutions for in-store, online, and mobile transactions. Our cutting-edge technology is complemented by top-tier security measures and unparalleled customer support, empowering businesses to manage their financial transactions efficiently.

Connect with us on LinkedIn to learn more about our culture and values.

RESPONSIBILITIES:

The Sales Support Specialist plays a vital role within our Fitech by Deluxe division, focusing on the support and retention of our valued clients.

  • Develop strategies to enhance customer loyalty and retention.
  • Handle escalated issues and provide effective resolutions.
  • Make informed decisions regarding pricing structures, refunds, contract renewals, and early termination fees.
  • Engage with business clients through virtual meetings and phone calls.
  • Address a variety of concerns, including pricing, service quality, maintenance, equipment orders, and contract negotiations.
  • Execute customer service initiatives aimed at retaining our merchant base.
  • Maintain a proactive pipeline for merchant account retention and service inquiries.
  • Analyze merchant statements and provide clarifications as needed.
  • Prepare pricing quotes and conduct rate reviews to support retention efforts.
  • Ensure all necessary paperwork is completed and facilitate merchant onboarding and training.
  • Track and follow up on merchant issues arising from surveys and escalations.
  • Provide explanations regarding PCI compliance, fees, and other industry-related topics.
BASIC QUALIFICATIONS:
  • Education and Experience: High School Diploma or GED with a minimum of 4 years of relevant experience; or an Associate's Degree with at least 2 years of relevant experience.
  • Must be at least 18 years of age.
PREFERRED QUALIFICATIONS: (Not mandatory)
  • Experience in the banking sector.

Deluxe Corporation is committed to equal opportunity and affirmative action:

All qualified candidates will be considered for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status, or any other status protected by state or federal law.

For more information on equal employment opportunity protections, please refer to the electronic EEO is the Law Poster.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation during the application process, please reach out for assistance.