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Customer Experience Specialist



Customer Service
Scottsdale, AZ, USA
Posted on Tuesday, December 5, 2023

The Merchant Experience team is adding a Retention Specialist to the team. You will help support our team's three main duties: resolving merchant issues to prevent merchant attrition; proactively communicating with merchants via outbound calls to ensure customer satisfaction by reviewing pricing or addressing any unresolved issues, taking steps to ensure a more positive customer experience through relationship-building; and gathering and reporting insight into merchant complaints and dissatisfaction so the business can take tangible action to improve products and services.

This is a hybrid role requiring the first 6 weeks of training to be worked in our Scottsdale office, with remote flexibility thereafter.

  • Provide world-class customer service and support to all customers;
  • Handle inbound and outbound calls, emails, customer feedback escalations, and all other assigned tasks in a timely and professional manner, and to the required quality;
  • Perform root-cause analysis to identify and resolve issues in order to avoid negative outcomes;
  • Work with other departments to ensure that customer issues are resolved in a timely manner and to the customer’s satisfaction;
  • Take preventative action on all cases to help minimize the number of times customers must call in for assistance;
  • Conduct routine outbound follow-up with customers that have unresolved issues or are otherwise dissatisfied in order to proactively address customers’ concerns and prevent future attrition;
  • Thoroughly document and record key learnings around customer issues, communicate issues internally and provide reporting to management as needed.


  • Experience in customer service, retention, or sales;
  • Excellent communication skills to effectively interact by phone and email;
  • Effective note-taking and documentation skills;
  • Strong analytical skills and ability to understand billing, contractual, and/or technical issues;
  • Aptitude for building rapport and trust among others quickly;
  • Motivation in working in a challenging, fast-paced environment;
  • Excellent organization and time-management skills;
  • Outstanding work ethic and attendance.