Customer Retention Coordinator

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Heartland School Solutions, a Global Payments Company, is a fast growing, computer software and service company in the School food service marketplace. We are seeking self-motivated, personable individuals with an aptitude toward client support and retention. We offer a fun work environment, competitive wages and excellent benefits. Our products have continued to set the standard for product development and customer support that the rest of the industry is measured by.

The Customer Retention Coordinator will primarily be responsible for leading and managing the overall customer retention efforts for our school technology K-12 nutrition and online payment business.  This includes managing and understanding the “why” relative to lost clients, at-risk clients, and expanding on loyal clients to reduce turnover.  Key position  in executing a retention plan across our teams and overseeing the client-touchpoint opportunities, to ensure longtime client loyalty to the brand.

Job Responsibilities: 

• Develop and manage KPIs of the program

• Participates in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals

• Work with and partner with Marketing Team on activities and campaigns

• Provide group or individual job retention, maintenance support and counseling

• Research and report client data, periodically to stakeholders

• Coordinate/Manage team training on all customer retention efforts 

• Acts as local resource and customer advocate, supplementing the service work performed by the Customer Help Desk Team

• Responds to escalated member issues and attempts resolution to enhance member experience and minimize controllable at-risk

• Interfaces with internal teams to address member issues by the specific member situation

• Provides management with statistical data and market information regarding member issues and reports

• Prepares reports from customer data regarding member retention activities and results in order to identify positive and adverse trends

• Manages and explores all opportunities for customer touch points

• Identify key event drivers and behaviors to target high risk customers for proactive measures

• Creation and streamlining of new reporting metrics

• Collaboration & Execution

• Engage with stakeholders across all teams to deliver loyalty campaigns to market

• Analyze and understand the composition of the customer base and develop effective retention strategies

Position Requirements:

• Able to work patiently with end-users of both a technical and non-technical background

• Strong communication skills, both verbal and written 

• Must demonstrate professional etiquette 

• Respond to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner

• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques

• Strong team player and solution oriented

• Quick learner, self-starter, with the ability to support multiple applications

• Maintain KPI/Metrics 

• Ability to negotiate alternatives, know when to escalate a problem, or when to ask for assistance in dealing with the various problems reported

• Ability to present to small or large groups

Qualifications:

• Strong analytic capabilities using a variety of data sources (background in Tableau, GSuite, Microsoft Office, etc is helpful

• Ability to be strategic and think outs