Job Title: Customer Retention Specialist

Location: On-site: Minneapolis, MN

Company Overview:

We empower individuals to invest in themselves through coaching, personal development, and online alternative education. As a Buy Now, Pay Later (BNPL) start-up tech and finance platform tailored to this niche, we provide flexible pay-over-time solutions, making self-improvement and growth accessible to everyone.

We are seeking a Customer Retention Specialist to join our team. In this role, you will ensure our buyers have the support they need to stay on track with their payment plans while delivering exceptional customer service.

Key Responsibilities:

• Customer Support:
• Serve as the first point of contact for customer inquiries via phone, email, and chat support.
• Provide friendly and professional assistance, addressing questions about payment plans, account management, and platform usage.
• Payment Assistance & Retention:
• Proactively engage with buyers to ensure payments are up-to-date, offering tailored solutions to help them stay on track.
• Identify and resolve payment issues, negotiating and implementing repayment plans when necessary.
• Debt Collection:
• Manage accounts with overdue payments, using tact and empathy to recover outstanding balances while maintaining a positive customer relationship.
• Document collection efforts and payment arrangements accurately in the CRM system.
• Administrative Tasks:
• Maintain accurate records of customer interactions, ensuring all relevant data is logged in the CRM system.
• Monitor account statuses and follow up with customers as needed.

Qualifications & Skills:

• Customer Service Excellence:
• Proven experience in customer service or support, with a focus on resolving issues effectively.
• Strong communication skills, especially over the phone, with the ability to empathize and build rapport with customers.
• Detail-Oriented & Organized:
• Ability to handle multiple tasks simultaneously while maintaining accuracy and professionalism.
• Strong attention to detail in documenting interactions and managing account information.
• Technical Proficiency:
• Familiarity with CRM systems is a plus.
• Comfortable using digital communication tools and platforms.
• Problem-Solving & Negotiation:
• Adept at navigating challenging conversations and finding win-win solutions for payment issues.

Why Join?

• Work onsite in a collaborative and supportive team environment in Minneapolis, MN.
• Be part of a mission-driven company helping individuals achieve their personal and professional growth goals.
• Enjoy opportunities for growth and development in a fast-paced, dynamic organization.

If you’re passionate about helping customers, have a knack for problem-solving, and want to make a difference in the personal development space, we’d love to hear from you!