Customer Experience Manager

Summary

Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. Perform a variety of activities to manage merchant relationships and experiences to deliver profitability and excellent customer service. Responsibilities include auditing accounts, advising on financial information, products, pricing, and processing techniques.

Essential Functions

• Acts as a transaction processing consultant for merchants, providing alternative processing solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
• Mastery of all tools, knowledge of pricing plans, and retention strategies to serve as an escalated level of support.
• Demonstrated ability to retain and assist customers, thinking outside the box to identify creative solutions.
• Applies independent judgment in determining alternate courses of action to best assist merchants.
• Works with internal BASYS teams to serve as the highest level of support for the merchant.
• Prompt communication with merchant, partners and internal BASYS teams when issue/request has been received and expected date of resolution.
• Investigates and resolves matters with third-party business partners, banking partners, merchants and internal departments.
• Identifies, monitors, and mitigates risk issues per bank and card policy guidelines.
• Utilizes set scheduled calls to increase retention efforts within portfolio.

Additional Responsibilities

• Consistently meets goals for growth, retention, and customer service.
• Develops, trains and implements educational programs designed to improve merchant's transaction processing performance.
• Inspect merchant processing history to recommend/provide solutions to best fit their processing needs (new equipment, different processing plan, etc.)
• Assist in remediation of outstanding PCI compliance issues.
• Completes other assigned duties as requested.

Requirements

• Strong collaborator and communicator: you are highly effective at both written and verbal communication and work well with others.
• Organized and efficient: your work and processes are easily understood by others and completed with thoughtful urgency.
• Customer-focused: you love speaking with customers, learning about their needs, and providing value.
• Goal-oriented: you are energized by stretch goals, metrics, and willing to think outside the box to maximize retention and revenue growth.
• This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
• This role is eligible for a bilingual pay differential for eligible languages.

Education & Experience

• Associate’s or Bachelor’s Degree Preferred
• A minimum of 3 years’ experience in a customer service, account management, or relationship management position
• Strong Communication Skills Required

Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.

Basys is an equal opportunity employer.