Customer Retention Specialist

Customer Retention Specialist / Retention Coordinator, Rate Specialist Position Overview This critical role will be responsible for handling all customer rate requests or billing adjustment cases that stem from our small business customers. This role will focus on customer case resolution, and the primary role will be to retain customers through rate or billing adjustments along with case resolution. This role will serve as an important resource in driving full revenue recognition and positive customer experiences. This individual needs to be able to understand the financial aspect of rate adjustments related to payments but also be able to quickly evaluate the health and history of a customer to quicky propose viable retention strategies. This individual should thrive on making customers happy and help provide feedback to management on ways to improve the overall attrition of the business. Primary Job Duties Drive positive customer experiences through being communicative, informative, positive, professional, and timely during case resolution. Have a solid grasp of merchant processing rates, ensure that we are providing accurate and fair adjustments, ultimately leading to better customer satisfaction. Stay educated, informed and up-to-date with the latest financial guidelines to ensure we are making the best decisions for our customers. Become a customer advocate by being both empathetic and results oriented. Embrace department KPIs, using them to measure and drive overall self-performance and additional compensation opportunities. Assist in handling inbound customer calls related to rate review inquiries, general billing inquiries and cancel requests as needed. Act as a subject matter expert on pricing, products and competitive landscape, helping to drive overall customer retention. Have a keen sense for early indicators/warnings where we think customers may be on the verge of cancelling or going to competition. Become a true company advocate, generating further sales opportunities through positive customer experiences. Minimum Qualifications 5+ years of working experience in billing, customer service and/or sales environments. Proven ability to handle roughly 30 calls per day resolving approximately 25-30 cases daily . Proven reliability with a consistent track record of accountability , follow-through, and ownership. AKA (Dependable, trustworthy and reliable.) Strong customer retention skills with the ability to effectively engage, influence, and de-escalate client conversations. Hands‑on experience working with CRM systems, including Salesforce , to manage accounts and analyze customer data. Proficiency in Microsoft Office tools, including Excel, Word, and Outlook, to support reporting, communication, and case management. Excellent written and verbal communication skills with the ability to clearly articulate solutions and maintain strong client relationships. Strong numerical and analytical skills , with the ability to interpret data and make informed decisions. Ability to commute to and work onsite at our Valhalla/White Plains, NY office 4–5 days per week Preferred Qualifications Bachelor’s degree in business or related field. Experience supporting customer retention Experience in payment services and/or SaaS environments, preferably supporting recurring revenue models. Compensation & Benefits $55,000 – $60,000 annual base salary (commensurate with experience) Competitive Medical Health Plans, Low, Mid, High. Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible) Employer Paid Dental & Vision for Employee Employer Paid Life Insurance for Employee Employer Paid Long-term Disability for Employee Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical) + Voluntary Supplemental Insurance Coverage Options 15 days PTO & 7 Sick Days Annually 10 Fixed Paid Holidays Off Annually 401(k) Matching up to 3% #J-18808-Ljbffr