Customer Solutions Representative

Customer Solutions Representative

North - Remote

Let’s go North, together. 

Please note this remote role requires availability between 8 am - 7:30 pm ET (5 am - 4:30 pm PT), Monday-Friday.

Join our mission to build the largest suite of credit card processing and merchant services. It’s one simple payment platform backed by the most diverse payment companies. From credit card processing to back-office management, North points the way to smarter, faster, and just plain better payment solutions.

The Customer Solutions Representative is a customer retention role in a B2B environment which focuses on retaining and expanding business within our current merchant base through strategic outreach and inbound calls. This role requires a driven individual with a proven ability to build rapport with customers, influence decisions, and navigate complex situations to maximize customer loyalty and growth for North. The ideal candidate possesses a strong understanding of customer retention principles and thrives in a competitive environment focused on achieving results.

What you'll do:

• Retain accounts by resolving outstanding issues while educating merchants on the value proposition of remaining with North.  Issues generally center around:
  • Rates and Fees – Educate merchant on pricing, offer competitive rate quotes and/or perform internal rate analysis
  • Equipment Concerns – Educate merchant on equipment functionality (basics only), understand when alternate equipment may be a better fit, make equipment recommendations
  • Service Concerns – Serve as a point of contact for the merchant while their issues are being addressed and resolved, escalate issues appropriately to ensure immediately resolution
  • Payments Hub - Educate merchants on the value of our merchant portal.
• Maintain current understanding of North processing rate structures and current industry knowledge;
• Work with all departments within North to identify the best solution to the merchant’s concerns;
• Determine the “root cause” of merchant dissatisfaction if cancellation is inevitable;
• Make suggestions to management for improving processes to reduce account closures;
• Special projects as assigned by management.

What we need from you:

• High School Diploma or equivalent required with some college coursework preferred.
• Minimum one (1) year experience in Customer Service, Sales, Retention, or Customer Loyalty.
• Must be able to balance assertiveness and empathy when negotiating with North customers.
• Demonstrated ability to make independent decisions based on customer needs.
• Strong proficiency with Google Suite.
• Maintain a high standard of performance.
• Excellent oral and written communication skills
• Demonstrated ability to achieve and exceed goals and objectives.
• Ability to provide a delightful experience to our customers during times of adversity.

How to stand out (Preferred):

• Minimum one (1) year experience in a call center environment.
• Experience with North Systems including TMS and EDS.

Hourly Pay Range: $14-$18

In addition to the base hourly pay rate, this position offers a monthly incentive plan when metrics are achieved.

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your pay expectations and our full total rewards offerings throughout the interview process.

Who we are: 

North, and our family of companies, are committed to helping entrepreneurs grow their businesses. As an end-to-end payment solutions company, we provide everything business owners need to get paid, whether they serve customers in a physical storefront, online, or both. We pride ourselves on being large enough to offer customized solutions to our enterprise-level clients while remaining agile enough to take an award-winning, hands-on approach to personal service that our merchants won’t find anywhere else.

Let’s go North, together! Our most important resource is our people. Join our diverse team of innovators and do-ers and make your mark on the future of payments technology. We're proud to offer benefits that help our team members further their overall well-being through unique initiatives that are both personally and professionally fulfilling. 

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

To learn more about North, and our family of companies, visit our website: north.com