Customer Retention & Accounts Officer

About the Role

Secure IQ Services is looking to hire a Customer Retention & Accounts Officer for their growing Assure Scratch & Dent USA operation. This position focuses on managing membership cancellations, handling overdue payments, resolving billing issues, and responding to customer account inquiries to maintain membership and safeguard company income.

Key Responsibilities

• Handle membership cancellation requests and implement retention strategies effectively.
• Understand customer concerns deeply and offer fitting solutions to encourage membership continuation.
• Educate members on the benefits of their membership and available options.
• Keep precise records of all customer interactions using CRM software.
• Reach out to members with overdue payments through phone, email, and SMS.
• Support customers in updating expired payment details and methods.
• Negotiate and arrange payment plans according to company policies.
• Monitor and promptly follow up on aging accounts.
• Manage Stripe payment disputes and chargebacks by submitting clear, evidence-backed responses.
• Investigate disputed transactions, gathering necessary documentation.
• Assist customers with payment failures, billing questions, and subscription management.
• Track payment trends and report recurring issues when needed.
• Update customer account data, including contact and payment information.
• Resolve login, subscription, and billing inquiries professionally and efficiently.
• Maintain compliance and accuracy of customer records.
• Keep detailed notes in Salesforce and other internal platforms.
• Follow company procedures related to cancellations, refunds, and account modifications.
• Collaborate with operations and customer service teams to resolve complex issues.
• Achieve daily productivity and service quality targets.

Qualifications and Experience

• Prior experience in customer service, account management, or retention roles.
• Familiarity with handling Stripe payment disputes and chargebacks.
• Experience managing overdue accounts and payment collection processes.
• Strong proficiency in spoken and written English.
• Excellent negotiation and objection management skills.
• Great attention to detail combined with solid organizational capabilities.
• Comfortable with CRM platforms, particularly Salesforce.
• Adept at multitasking in dynamic environments.
• Professional, empathetic, and solution-oriented mindset.
• Preference given to candidates with experience in subscription or membership-driven businesses.
• Knowledge of Stripe Billing systems and subscription management.
• Experience with customer retention or debt collections.
• Familiarity with Salesforce or similar CRM tools.

Performance Indicators

• Retention rates for memberships.
• Recovery rates for overdue payments.
• Success rate in resolving Stripe disputes.
• Customer satisfaction levels.
• Timeliness in responding to account queries.
• Accuracy in customer data management.
• Adherence to company policies and service requirements.

Personal Characteristics

• Ability to remain calm and composed under pressure.
• Highly organized and efficient.
• Customer-centric with strong problem-solving abilities.
• Honest, dependable, and accountable.
• Positive mindset with a strong dedication to work.
• Skilled at building rapport and professionally defusing challenging conversations.