For over 30 years, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial and marketing services and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners’ overall loyalty programs.
We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.
Even more, we enhance our partners’ loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.
Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.
The Client Retention Specialist is responsible for resolving business interruptions throughout the customer lifecycle to help maintain customers on our platform. To be successful in this role, one must enjoy working in a fast-paced, high-volume, call center environment. The ideal candidate knows how to think strategically, has a strong work-ethic, is goal-oriented and a problem solver. It is essential to work effectively as part of a team, in collaboration with Sales and other internal departments to resolve any issues.
The individual in this role will also engage with customers by conducting welcome calls and ensuring they understand the value of the program to retain them on our platform. This person will ensure that client needs are addressed quickly with responses delivered in a timely manner.
Essential Duties and Responsibilities:
- Resolve processing issues and past due balances
- Seek solutions to the root cause of business interruptions to prevent future issues
- Conduct welcome calls with customers
- Collaborate with Sales to deepen client relationships and identify and resolve client needs, as well as new product opportunities
- Handle calls and emails from customers and members of our remote sales team
- Analyze client account issues, troubleshoot and negotiate resolutions in a timely manner
- Assist clients by explaining and clarifying billing statements, processes and terms and conditions of their agreement with Rewards Network
- Serves as subject matter expert supporting the sales team on policies and procedures related to contracts, the deletion policy, and related issues; Communicates, explains, and ensures enforcement of these policies and procedures
- Performs related job duties as needed and required
Qualifications:
- Bachelor’s degree preferred; or equivalent combination of education and experience
- At least 3 years of related experience working with internal and external clients to support a sales organization; Customer/client service experience is required.
- Ability to think strategically and have strong problem solving skills
- Must have previous experience responding to a high volume of calls and emails related to client service.
- Must have a passion for client service
- Experience using a CRM system such as Salesforce
- Proficiency with MS Excel, Word, PowerPoint, and Outlook
- Ability to work in a growth-oriented environment with regularly changing priorities and developing opportunities
- Solid written and verbal communication skills
- Attention to detail and excellent organization skills along with self-motivation
- Ability to work independently and respond with flexibility
- Willingness to learn new skills and software applications
What We Offer:
- Comprehensive benefits package, which includes:
- Competitive Paid Time Off and company holidays
- Generous dining reimbursement when you dine with our restaurant clients
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- Partnership with Rx n Go, offering certain prescriptions for free
- Two dental plan options and a vision plan
- Flexible Spending Accounts and a pre-tax commuter benefit program
- Accident, Critical Illness, and Hospital Indemnity Insurance Plans
- Short Term and Long Term disability
- Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
- Employee Life Assistance Program
- Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations.
- Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.
Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.
