Electronic Merchant Systems (EMS) is one of the nation’s largest independently owned bankcard processing companies. In business since 1987, Electronic Merchant Systems is a merchant services provider with a national presence and our Corporate Headquarters on Rockside Rd. in Independence, Ohio. EMS facilitates businesses big or small with the ability to accept all major credit and debit card brands. In addition to offering the ability to accept major credit cards as payment we also offer loyalty and gift, and check processing programs utilizing various processing solutions to meet market demands.
Summary:
Electronic Merchant Systems is looking for a qualified Client Retention Specialist at their corporate headquarters in Independence, Ohio. The Client Retention Specialist is a point of escalation in our Client Services department, which is responsible for retaining merchant processing relationships with small to mid-sized businesses. This role responds to second level customer services problems or concerns, renegotiates merchant agreements, and builds strong rapport with clients with the goal of reducing merchant attrition.
Key functions include:
- Respond to and resolve issues for merchants at the point of escalation
- Establish rapport with clients via verbal and written forms of communication
- Negotiate settlements with merchants to reach a satisfactory conclusion from a business and client perspective
- Research and prepare comprehensive rate analyses or proposals for senior management review.
Required Skills and Experience:
· Two (2) or more years of customer service experience, preferably in a call-center environment.
· Strong financial aptitude and an ability to analyze merchant pricing and interchange.
· Ability to probe and identify customer issues and problem solve those issues
· Proficient ability to provide best in class customer experiences while striving to build customer relationships, retain customers and overcome objections
· Superior verbal communication skills including the ability to handle stressful calls with professional grace.
· Ability to thrive in a results driven, fast-paced and constantly changing environment.
· Must handle multiple priorities with a strong attention to detail.
· Proficient in MS Word, Excel, PowerPoint, and Outlook.
· Strong track record of punctuality and dependable attendance are crucial.
· Other duties as assigned by the Retention Supervisor
Desired Skills and Experience:
· Associate's Degree, three (3) or more years of experience or minimum one (1) year experience in a client retention role.
· Knowledge or previous experience in the merchant services industry.
· Knowledge of TSYS host platform or systems is helpful.
· Excellent written, verbal, and presentation skills.
· Talent for relationship building with key stakeholders including: management, sales community, other department specialists, and collaborate and brain storm with fellow department teammates.
· Superior listening, problem solving and negotiation skills.
· Ability to work independently, with minimal supervision.
Job Benefits:
· On the job training program
· 401K, Medical, Dental, Vision available after 90 days
· Relaxed business-casual dress code
· Bonus program for exceeding monthly goals
· Weekly Pay for hourly wages
Compensation for this position is hourly with an opportunity to earn a bonus for exceeding the monthly goal for accounts retained. This bonus structure requires position holder to maintain and meet standards each month as a condition of employment.
Job Type: Full-time
Pay: From $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Work Location: In person