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Customer Relations Representative

iPayment, Inc., a trusted provider of payment and processing solutions for small and medium-sized businesses (SMBs), is looking to hire a reliable and proactive Customer Relations Representative to work with the Company’s Customer Relations & Retention department.

Position Summary:

As a key member of our Customer Relations & Retention team, the Customer Relations Rep will develop and maintain an excellent relationship with new and existing customers resulting in increased levels of customer retention. This is to be achieved through productive and reactive communication with our customers who have either expressed a desire to cancel their services with us or whose recent account activity indicates that they may be considering cancellation. 

Key Responsibilities:

  • Retain, identify, research, and resolve merchant issues by reviewing current account costs and details
  • Answer inbound telephone calls and respond to closure requests
  • Outbound Calls to Red Zone / Experian
  • Cross-sell iPayment products and value-added services 
  • Follow up on merchant and partner inquiries
  • Complete call logs, reports, and maintain excel spreadsheets
  • Recognize, document, and alert the manager of trends in customer calls
  • Recommend process improvements
  • Provide on-the job training to new employees and current employees
  • Any other duties assigned by Management

Key Competencies:

  • Excellent telephone and email etiquette
  • Strong reading, writing, and arithmetic skills are required
  • Computer literate with the ability to learn various software application 
  • Problem solving skills

Experience and Education:


  • Minimum of 1-year experience in a customer service related role
  • Sales or Call Center experience a plus
  • Industry experience preferred but not necessary




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