Retention Specialist | Dallas

Sphere is looking to immediately hire a Retention Specialist for full-time, in-house employment in our Irving, Texas location.

About the Company

Sphere, powered by TrustCommerce, is a leading provider of end-to-end integrated payments, security software, payments gateway and merchant acquiring products and services. Sphere serves a variety of companies from large, complex enterprises to small local businesses across a range of end-markets, including healthcare, restaurant, retail, parking, education, transportation, and insurance. We offer a dynamic, fast-paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.

Position Summary

The Retention Specialist will work directly with merchants whose contracts are reaching time for renewal and those who are requesting cancellation of service to retain the business.  The role requires payments experience in understanding interchange and other processing fees to be navigate price negotiations, service issue resolution and contract renewals.  Additionally, the role is the primary point of contact for escalations. The Retention Specialist is responsible for interacting with customers and responding to their complaints, inquiries and requests in a professional and courteous manner. Retention Specialist will proactively engage in retention projects with a focus maximizing the retention of revenue without losing the processing volume. He/she shall promote this culture throughout the operations organization.  The goal is to position the department to run smooth in an efficient and profitable manner, to constantly improve the customer experience and increase loyalty and retention to meet and exceed Management and Customer expectations.

Essential Functions

  • Achieves customer and technical support objectives by contributing customer service information and recommendations to department strategic plans and reviews; preparing and completing action plans; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
  • Leads, tracks and reports retention/attrition analysis to management monthly with an emphasis on program success and short falls with recommendations for go forward actions. Administer Call Retention Programs including but not limited to: Volume Reduction Calls; Silent Attrition Outreach; Proactive Processing Renewals; Define and Implement At-Risk Reporting to identify any MIDs with MTD volume dilution
  • Conduct Merchant outreach, establish relationships with top merchants and retain processing merchant accounts
  • Maintains industry knowledge by participating in educational opportunities and identifying and communicating impactful payments industry changes
  • Leads the retention efforts for the Payments Portfolio and identifies attrition indicators, devises various communication strategies and measures the Team’s success. Reports programs and results to senior management on a monthly, quarterly and annual basis
  • Conducts “Lunch and Learn” working with support teams to educate and advance knowledge around pricing, statements and enhancing the customer experience
  • Provides timely and accurate information / communication to all internal and external customers
  • Resolves product and service concerns with creative retention strategies
  • Actively promotes the company and the value of its products and services
  • Handles complex and high-level escalated inquiries from customers with the ability to diffuse customer escalations
  • Provides timely feedback to the Company regarding customer concerns
  • Provides as a backup to the CS and TS phone queues, assisting during peak call times.
  • Demonstrated ability of good customer service skills; up-selling/cross-selling; maintaining a calm, patient tone in face of customer objections; and questions
  • Work with Management to develop and deliver a monthly Merchant communication campaign to promote merchant education on industry and processing changes through newsletters, email and surveys

Knowledge, Skills, & Abilities

  • Strong communication skills necessary, both verbal and written
  • Creative problem-solving skills
  • Extremely organized
  • Ability to multi-task
  • Interdepartmental and cross company teamwork / collaboration
  • Define, document and adhere to both written and verbal processes
  • Ability to work in an evolving environment
  • Ability to articulate technical information to non-technical clients
  • Ability to learn quickly
  • Technology literate “Tech savvy” including payments technology

Working Competencies

  • Courteous customer focus; a consistent mentality of delivering outstanding service on every call
  • Maintains a positive attitude and focus on being diligent to produce high quality results / outcomes
  • Effective listening skills ensuring a clear understanding of the customer issue or situation through professional questions and interaction
  • Fostering positive customer relations through win-win solutions
  • Efficient call resolution in a professional yet swift manner using utilizing good judgment
  • Willing to help for the benefit of the team and company; partners with the all teams to consistently meet and exceed expectations
  • Excellent time management; keeping after-call work to a minimum and maximizing availability to meet customer call volume demands; handling inquiries from multiple sources simultaneously
  • Clear and concise communication proficiency supporting the ability to communicate at multiple levels within the company
  • Technical capacity – desire and ability to learn and leverage knowledge

Supervisory Responsibility

  • Prior proven leadership experience in fast-paced CS/TS Retention environment preferred but not required

Required Education and Experience

  • 3 – 5 years of Customer service and/or Technical Support experience
  • 1-3 years of account, Retention experience is preferred
  • Call center and phone system experience
  • Proficient in software/ tools such as MS Word, Excel and PowerPoint, Visio (or some flowcharting solution)
  • Relevant Bachelor’s Degree preferred

Note: Successful applicants must submit to a pre-employment background check and drug screen

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