Merchant Success Consultant - NXGEN

Merchant Success Consultant

Job Title: Merchant Success Consultant
Department: Post Approval, NXGEN Sales Operations
Schedule: Monday-Friday, 8-5
Location: Whitefish, MT

This position is in equal parts: customer retention, account support, training, communications, quality assurance, sales, and technical support. Position reports to the Sales Operations Manager. Success in this position requires a team player who is ambitious, flexible, and professional.

Roles and Responsibilities

  • Communication campaigns
  • PCI Compliance support and training
  • Placing Welcome Calls to new merchants
  • Answer and/or facilitate billing/statement questions
  • Manage disputes, closures and related refunds
  • Upselling and checking account status on existing and new merchants
  • Follow up with merchants, sales agents, and colleagues
  • Process post-approval forms as needed and assist with account maintenance
  • Participation and contribution in training, presentations, and documentation for new agents and colleagues
  • Special project management
  • Companywide & team meetings
  • Merchant and Sales Representative education
  • Learned knowledge of products, pricing, and policies
  • Timely follow-up
  • Meet deadlines

Required of All Areas

  • High School diploma, or Associate’s or Bachelor’s degree
  • Minimum 2 years of experience in customer service, sales, or related field
  • Ability to learn and navigate multiple CRM and SAAS tools
  • Strong computer skills: MS Excel, Word, and Power Point, PC, Google Drive, research, email
  • Needs Based Sales approach
  • Answer customer inquiries in a timely and professional manner
  • Excellent communication skills including written, in-person, and telephone etiquette
  • Self-review, with ability to demonstrate accountability
  • Ability to manage multiple tasks, detail oriented, and follow up
  • Confidentiality of customer and company information
  • Extraordinary ability to manage time without direct supervision and be able to self-review, with ability to demonstrate accountability
  • “Team Player” who collaborates with colleagues and management for overall positive experience
  • Interdepartmental cross-training
  • French/Spanish language skills a plus
  • Other duties as assigned
If you or anyone you know is interested in applying, please email your resume to:  fnitopi@nxgen.com.
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