Customer Account Specialist

Customer Account Specialist

The Customer Retention Specialist is responsible for executing on and constantly improving Paystone’s strategies for retaining business and increasing customer loyalty.  The Customer Retention Specialist’s key responsibility will be to interact with customers who have requested account downgrades or closures and find the right path to enable the customer to keep their business with Paystone.   The mandate is to maximize all retention opportunities and to work across various teams to resolve customer issues that are preventing customer satisfaction.  The successful candidate will be someone resilient in the face of challenges, and who can demonstrate strong negotiation and problem-solving skills in order to retain customers.  The ability to effectively communicate with stakeholders at all levels — from executives to end users of the platform — is essential.

 Essential responsibilities:

• Responsible for handling customers’ phone or email requests to downgrade or close Paystone accounts
• Responsible for saving these accounts using  negotiation and problem-solving skills.
• Where customer satisfaction issues are at play, resolves customer issues where appropriate, or works with Paystone’s Support and Customer Success teams to ensure issues are resolved.  
• Working closely with the Account Management team, help Paystone evolve its proactive customer retention strategy and tactics
• Responsible for designing and executing outbound campaigns designed to maximise retention.
• Monitors competitors’ offerings in order to provide accurate information regarding Paystone advantages when working on retention scenarios.
• Works closely  with the account management team to help on all initiatives that add value-added products to customer accounts, or that contribute to customer retention.

Requirements:

• University degree or college diploma in business, IT or a related field, or equivalent business experience
• Excellent written and verbal French and English skills
• Excellent communication and problem-solving abilities
• Customer service experience is a requirement
• Experience working with point of sale systems or in a retail-related field an asset
• Experience onboarding new clients and services in a SaaS environment an asset

About Paystone

Paystone is a leading Canadian provider of payment processing and customer engagement solutions. Our secure, user-friendly solutions are used at over 25,000 locations across Canada and the United States by thousands of companies, including the ALDO Group, The Source, Booster Juice, Global Pet Foods, Kernels Popcorn and 50 of the MTY Food Group's restaurant brands

Paystone is a hub of innovative thinkers looking to create a safer, faster and smarter payment and customer engagement solutions for our customers. Named one of ‘Canada’s Fastest-Growing Companies’ 3 consecutive years in a row and recognized as one of Canada's Best Workplaces in Technology’ 2 years in a row we are committed to excellence both internally and externally!

Why work for Paystone?

Certified as one of Canada’s Best Workplaces our office culture is like no other – with many virtual social events such as gaming events, fitness activities and comedy events. We offer flexible scheduling to promote a healthy work/life balance, a company perk plan through Perkopolis. We also employ an engaged and diverse workforce of all ages and ethnicities.

If you yearn to be part of a passionate, driven team whose primary vision is to forge meaningful, personal relationships with its clients all whilst working in an upbeat, fun and motivating environment then we want to meet you!

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.

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