Customer Support / Retention Specialist

Job Opportunity at Paynada

Please note that you must be in Dallas, Texas and have recent experience in the merchant services industry to be considered for this role.

About Us: Paynada is a pioneering force in B2B payment technology services, committed to delivering innovative solutions tailored to our clients' evolving needs. With strategic partnerships, cutting-edge technologies, and a team of experts, we offer a diverse range of products and services, empowering businesses across the U.S. to seamlessly accept all payment types. Operating with the agility of a startup and backed by years of success and secure private financial support, we're dedicated to growing together and staying ahead in the industry.

Position

Excellent opportunity to join a leading, national credit card processing company that has over a decade of industry experience. Paynada offers innovative payment processing solutions to merchants. Paynada has put together a comprehensive package of products and services. Paynada delivers a consultative approach on the best platforms and equipment most suitable for each merchant.

Responsibilities

• Answer high volume support calls and requests daily
• Make outbound calls to customers to provide support on their requests
• Deploy and install new equipment and reprogram existing equipment as needed for customers
• Review files in CRM to ensure proper set up and installation
• Create POS/VAR Sheets
• Offer general support to merchants and sales agents
• Provide exceptional customer service and support
• Work closely with multiple departments and vendors to ensure a smooth activation and provide continued support for merchants.
• Call merchants who are looking to cancel to try and retain the accounts. Offer rate reviews, help, etc.
• Will audit accounts that have put in closure requests to bring them back on board
• Other duties as assigned

Skills

Required Skills:

• Excellent verbal and written communication skills.
• Excellent customer service skills with the ability to handle multiple personalities and escalated issues
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills.
• Willingness to work a varying schedule which does include after hours support
• Willingness to work in a hybrid office setting
• Bilingual is preferred, but not required
• Proficient with Microsoft Office Suite

Required Education/Experience:

• Associate's degree or equivalent from two-year college or technical school is preferred
• History of working in a retention role
• Minimum of 2 years of experience in the merchant services industry is required
• Minimum of 2 years of experience in a technical/customer support role is required

Compensation: The pay range for this position is $20.00 to $26.00 per hour, depending on experience

Benefits: "Remote-first" culture – work from anywhere in the U.S. with a reliable internet connection.

• Genuine work/life balance.
• Dynamic company culture.
• 401k with company match.
• Upward mobility and career development opportunities.
• Medical, dental, and vision benefits for employees and dependents

Join Paynada, where success is unlimited, and your career in sales is built on innovation and growth. We're not just a company; we're a community working towards a shared future in business development.