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Representative, Retention

EVO Payments, Inc. Dallas Full-Time
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We are excited to welcome an experienced Retention Representative to our beautiful office in Addison, TX. Join the team behind one of the world’s largest financial technology providers. EVO Payments Inc. is a leading publicly traded payments processor servicing 600,000 merchants, and licenses across 50 countries in Europe and North America.


Why work at EVO?

  • Learn from and grow with a worldwide payments industry leader
  • Benefit from global career opportunities and advancement
  • Thrive in a collaborative culture that supports innovation
  • Take advantage of a supportive work-life balance
  • Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more

The goal of the role: Our Retention Representative is responsible for interacting with customers (merchants), Independent Business Analysts (IBAs), Independent Sales Organizations (ISOs), and partners on behalf of EVO Payments International and its affiliated partners. This position provides information about products and services, deals with minor issues related to credit card terminals and software programs, interacts with merchants regarding cancellation procedures, terms of existing customer contract, and fees associated with cancelling the merchant account. The Retention Representative's main focus is to retain accounts by clarifying the rates and terms of the merchant's contract.

What will you be doing?

  • Retaining merchant accounts by responding to concerns regarding rates, fees, contract terms, processing solutions, and other potential improvements to the merchant's experience
  • Answering inbound calls via ACD from merchants, ISOs, IBAs, partners, and agents; including internal call transfers and direct extension calls
  • Maintaining work queue and complete work items that are assigned within a timely manner.
  • Making outbound calls to merchants that may require additional research and assistance Reviewing and respond to incoming emails from merchants, ISOs, IBAs, partners, agents, and internal departments within a timely manner
  • Navigating through CRM and notate/document each individual account with details of resolution
  • Navigating through front-end and back-end systems to research accounts
  • Accessing and understand account information, billing information, transaction records, terminal details, and any associated account profiles
  • Accessing and handling documents with sensitive information according to Company policy.
  • Identifying, escalating, and directing caller complaints to the appropriate supervisor and management staff
  • Identifying opportunities for potential sales leads
  • Maintaining time management (i.e. clocking in/out)
  • Completing job related projects and additional duties as assigned by department supervisors, managers, or directors

You could be a great fit with these qualifications:

  • 1-2 years of customer service experience.
  • High School diploma or equivalent.
  • Strong verbal communication, active listening skills, and strong math skills.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Problem solving and analytical skills.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Basic understanding of CRM systems and practices.
  • Basic computer skills (i.e. navigating Windows applications.)
  • Basic knowledge of MS Office applications (Outlook, Excel, Word.) Upon accepted offer, you will be required to submit to a pre-employment drug test and background check

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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Computer Literacy
Verbal Communication
Time Management
Customer Service
Complex Problem Solving
Management

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Representative, Retention
Estimated Salary: $69K
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We’re EVO Payments, Inc.

Welcome to the career site of EVO Payments, Inc. We appreciate the opportunity to tell you about EVO and how our positive culture drives success. At EVO, we make secure payment processing a seamless part of doing business worldwide. From large retailers and financial institutions to the pizza restaurant around the corner, our people, partners, and products bring payments to life!

If you’re a team player with initiative and a passion to thrive, consider joining our talented EVO team.

Who We Are

EVO Payments, Inc. is a global payments service provider and merchant acquirer headquartered in Melville, NY., with 20 offices strategically located in 11 countries in North America and Europe. 

EVO is scaling new heights in integrated technology innovation and supportive merchant services. We’re an industry trailblazer, leading the ongoing transformation in payments with EMV, mobile wallets, NFC, and secure payment solutions for businesses of all types and sizes. Our strategic industry partnerships, global processing solutions, and exceptional employee know-how are founded on nearly 30 years of payments expertise. 

Established in 1989, EVO has grown into a global industry leader with innovative hardware and powerful software products that power secure in-store, eCommerce, and mobile credit/debit card transactions anywhere on any device. 

EVO Worldwide Snapshot

2,500 employees

550,000 merchant customers

$100 billion+ annual processing volume 

50 global markets served in more than 130 currencies 

20 offices in 11 countries in North America and Europe

Principal Member of Visa, MasterCard, American Express, 

Discover, and Union Pay

Why Work at EVO 

Make your mark in the world of payments at EVO. We’re looking for the best and brightest to join us as we continue to shape the future of electronic payments and create the products and technology to support it. Build a successful career in a collaborative environment that motivates you, maximizes your potential, and rewards you in a performance-oriented culture:

Learn from and grow with a worldwide payments industry leader

Benefit from global career opportunities and advancement

Thrive in a collaborative culture that supports innovation

Take advantage of a supportive work-life balance

Enjoy a competitive salary and a comprehensive benefits package: 401k vesting, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more

Apply now to start your EVOlution!



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