Customer Solutions Representative (Retention)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Solutions Representative (Retention) based in United States. This remote, customer-focused role is centered on retaining and strengthening relationships with existing business customers. You’ll help merchants navigate concerns related to pricing, equipment, service, and payment solutions while identifying practical ways to preserve their business. The role combines consultative customer service, retention, problem-solving, and sales-oriented communication. You’ll work across internal teams to resolve issues efficiently and deliver solutions aligned with customer needs. Success requires the ability to build rapport, influence decisions, understand customer concerns, and remain composed in challenging conversations. You’ll also contribute insights that can improve processes, reduce avoidable account closures, and strengthen long-term loyalty. This is an opportunity to contribute directly to customer satisfaction and growth within a fast-paced payments environment.

Retain existing merchant accounts by identifying concerns, resolving outstanding issues, and clearly communicating the value of continuing the relationship. Address pricing and fee questions by explaining applicable rate structures, providing competitive quotes, and conducting internal rate analysis when appropriate. Help customers understand basic equipment functionality, identify when alternative equipment may be more suitable, and provide relevant recommendations. Act as a customer point of contact while service issues are being addressed, coordinating with internal teams and escalating matters appropriately to support timely resolution. Educate merchants on available loyalty and payment-related programs and explain how these offerings can support their business. Maintain current knowledge of payment processing rates, products, services, and relevant industry developments. Collaborate with departments across the organization to identify and implement solutions that address merchant concerns. Identify the underlying causes of customer dissatisfaction and determine opportunities to improve retention, particularly when cancellation appears likely. Share recommendations with management regarding processes or recurring issues that could help reduce account closures. Participate in special projects and other initiatives as assigned. Requirements High school diploma or equivalent required; some college education is preferred. 1–3 years of previous experience in a call center or customer service environment. 1–3 years of experience in sales, customer retention, loyalty, account management, or a related customer-facing role is preferred. Strong ability to build rapport quickly and communicate clearly with customers in both routine and challenging situations. Customer-focused mindset with the ability to understand concerns, identify root causes, and recommend appropriate solutions. Strong influencing, negotiation, problem-solving, and active-listening skills. Ability to remain composed and results-oriented in a competitive, fast-paced environment. Comfortable collaborating with multiple internal departments to resolve customer issues. Ability to learn and apply pricing structures, payment products, equipment information, and industry knowledge. Benefits Compensation: $15.00–$17.00 per hour, plus a monthly bonus. Medical, dental, and vision coverage. Paid time off , including vacation, sick time, and holidays. Birthday holiday. Education assistance. 401(k) plan with company match. Mental health support and well-being programs. Company-funded lifestyle spending account. Remote work environment. Opportunities to contribute to customer retention, business growth, and payment technology initiatives.

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