Retention Specialist

Company Description Chellecomm Merchant Services delivers simple, reliable merchant services and payment processing solutions to businesses of all sizes and industries across the United States. For more than 10 years, the company has supported over 40,000 merchants, ranging from small businesses to large multi-location operations, in accepting payments efficiently. The team uses a personalized approach, listening carefully to each merchant’s needs and recommending tailored payment solutions, processing systems, and financial technology tools. With responsive customer support and frictionless end-to-end payment options, Chellecomm focuses on making payment acceptance one of the easiest parts of a merchant’s day. To learn more about Chellecomm’s services, visit www.chellecomm.com.

Role Description The Retention Specialist is a full-time, on-site role based in Dallas, TX, responsible for maintaining strong relationships with existing merchants and reducing account attrition. Day-to-day responsibilities include proactively contacting merchants to understand their needs, addressing concerns, and resolving issues that may impact satisfaction or lead to cancellations. The Retention Specialist will analyze account usage and service trends, identify at-risk customers, and propose tailored solutions or product enhancements to improve their experience. This role involves collaborating with sales, support, and operations teams to ensure merchants receive timely follow-up, clear communication, and consistent service. The Retention Specialist will also document interactions, track retention metrics, and contribute insights to improve processes and customer loyalty programs.

Qualifications

• Candidates should possess strong Customer Retention skills, with experience in reducing churn and improving long-term customer loyalty.
• Candidates should possess excellent Interpersonal Skills and Communication abilities, including active listening, clear verbal and written communication, and a professional, customer-focused approach.
• Candidates should possess solid Analytical Skills and a data-informed mindset, with the ability to interpret customer behavior and account performance to guide retention strategies.
• Candidates should possess a demonstrated commitment to Customer Satisfaction, including effective problem-solving and follow-through to ensure positive outcomes.
• Relevant experience in merchant services, financial technology, or payment processing is beneficial.
• Ability to work on-site in Dallas, TX, manage multiple accounts, and handle confidential information with integrity.
• Proficiency with CRM systems, Microsoft Office or similar tools, and basic reporting is preferred.
• High school diploma or equivalent required; post-secondary education in business, communications, or a related field is a plus.