Retention Specialist

About This Role

The Retention Specialist is responsible for maintaining strong relationships with existing merchants and reducing account attrition. This role involves proactively contacting merchants to understand their needs, addressing concerns, and resolving issues that may impact satisfaction or lead to cancellations. It suits a professional dedicated to improving customer experience and loyalty.

Responsibilities

• Proactively contact merchants to understand their needs
• Address concerns and resolve issues that may impact satisfaction or lead to cancellations
• Analyze account usage and service trends
• Identify at-risk customers
• Propose tailored solutions or product enhancements to improve merchant experience
• Collaborate with sales, support, and operations teams to ensure merchants receive timely follow-up, clear communication, and consistent service
• Document interactions
• Track retention metrics
• Contribute insights to improve processes and customer loyalty programs

Requirements

• Strong Customer Retention skills, with experience in reducing churn and improving long-term customer loyalty
• Excellent Interpersonal Skills and Communication abilities, including active listening, clear verbal and written communication, and a professional, customer-focused approach
• Solid Analytical Skills and a data-informed mindset, with the ability to interpret customer behavior and account performance to guide retention strategies
• Demonstrated commitment to Customer Satisfaction, including effective problem-solving and follow-through to ensure positive outcomes
• Ability to manage multiple accounts and handle confidential information with integrity
• High school diploma or equivalent

Nice to have:

• Relevant experience in merchant services, financial technology, or payment processing
• Proficiency with CRM systems, Microsoft Office or similar tools, and basic reporting
• Post-secondary education in business, communications, or a related field

About the Company

Chellecomm Merchant Services delivers simple, reliable merchant services and payment processing solutions to businesses of all sizes and industries across the United States. For more than 10 years, the company has supported over 40,000 merchants, ranging from small businesses to large multi-location operations, in accepting payments efficiently. The team uses a personalized approach, listening carefully to each merchant’s needs and recommending tailored payment solutions, processing systems, and financial technology tools. With responsive customer support and frictionless end-to-end payment options, Chellecomm focuses on making payment acceptance one of the easiest parts of a merchant’s day.