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Customer Retention RepresentativeCoinFlip • Chicago, Illinois, United States
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Customer Retention Representative

CoinFlip
  • US
    Chicago, Illinois, United States
  • US
    Chicago, Illinois, United States
Postuler Maintenant

À propos

Company Overview CoinFlip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil, Mexico, and Spain. CoinFlip’s digital currency kiosks make buying and selling major cryptocurrencies accessible for consumers who wish to purchase digital currency using cash.
CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white-glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early‑stage crypto and web3 projects. We also offer the CoinFlip Crypto Wallet, a self‑custodial cryptocurrency wallet available for iOS and Android devices.
CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest‑growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie Awards for Customer Service.
Job Overview We’re seeking a sales and customer service agent who will follow up with customers who were unable to complete transactions at an ATM in our Australian network. The role focuses on proactive customer engagement via WhatsApp and telephone calls to assist customers, answer queries, provide support and encourage the completion of transactions.
Responsibilities
Following up on abandoned potential customer registrations via WhatsApp messages and outbound phone calls and assisting customers with a white‑glove level of service to register in order to transact
Following up on abandoned and/or uncompleted ATM transactions via WhatsApp messages and outbound phone calls
Reach out to active customers and provide proactive details around more convenient ATM locations or locations that customers may have used in the past that no longer exist and offer alternatives
Engage with potential customers in a professional, friendly, and helpful manner
Identify and address customer concerns, questions, or objections preventing completion of transactions
Provide product information, pricing clarification, and basic support where required
Accurately update customer interactions and outcomes on the CRM or tracking system
Escalate complex queries or issues to the relevant sales or support team
Maintain consistent follow‑up schedules to maximize conversion rates
Ensure all communication aligns with company tone, branding, and customer service standards
Comply with privacy, data protection, and communication regulations
Required Skills & Competencies
Strong verbal and written communication skills (English)
Confident telephone manner and professional WhatsApp communication style
Customer‑focused with a problem‑solving mindset
Strong administrative and organizational skills
Ability to manage multiple follow‑ups efficiently
Comfortable working with CRM systems, spreadsheets, or internal tracking tools
Attention to detail and accurate record‑keeping
Ability to work independently and meet follow‑up targets
Experience & Qualifications
Previous experience in customer service, admin support, sales support, or call center environments preferred
Experience with online sales or e‑commerce environments advantageous
Basic computer literacy essential
Relevant tertiary qualification preferred
Relevant CRM experience preferred
Minimum typing speed of 30 WPM
Troubleshooting experience, Microsoft Office familiarity preferred
Technical acumen (iOS, Android, etc)
Key Performance Indicators (KPIs)
Lead conversion rate
Abandoned cart/transaction conversion rate
Response and follow‑up turnaround times
Quality and accuracy of customer records
Customer satisfaction and feedback
Bonus (Preferred)
Basic knowledge of cryptocurrency and blockchains
Experience in a compliance heavy environment
1-2 years of previous contact center experience
CRM experience (Salesforce, Zendesk, Hubspot, etc.)
Familiarity with cloud‑based call center software (Five9, NICE, InContact, Softphone, etc.)
Working Hours
40 hour week
6 month initial contract
Initial 3‑week training period (Paid)
Aligned with Australian business hours (graveyard shift) 22:00 – 08:00 SAST. Transport and cost thereof are the contractor’s full responsibility.
Flexibility may be required during peak sales periods, public holidays or weekends.
Possible permanent placement after the initial contract, depending on applicant performance and business needs.
Remuneration
$12,000–$15,000
Basic commission structure
Benefits Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance‑based incentives, and competitive benefits for full‑time employees.
EEO Statement CoinFlip values diversity in the workplace and is an equal‑opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.
SMS Consent By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.
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  • Chicago, Illinois, United States

Compétences linguistiques

  • English
Avis aux utilisateurs

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