Customer Service Representative (Retention Specialist)

Requirements • The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes, • The candidate is energized by solving complex business problems and consistently effective in making high-judgement decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent, • Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers, • Candidates should have prior experience in customer service, preferably with a retail company, but not required, • Candidates must have excellent written communication and the ability to demonstrate a Customer First mentality, • Candidates must be comfortable using an authentic, customer-friendly tone when communicating... issues that range in complexity, • Prior experience using Shopify, Zendesk, Gorgias or other customer service software is preferred, • Experience working in a call center and/or remote environment is a plus but not required, • Candidates must be detail-oriented, authentic, reliable, communicative, and comfortable working in a startup environment, • *Associate degree or greater, • *2+ years of professional experience working with a computer and web-based tools, • *2+ years of experience working in customer service/support or job where strong writing skills are required, •

• Grit and ability to overcome obstacles (previous startup experience a plus!),

• *Top-notch oral and written communication skills with outstanding attention to detail, • *Have open availability and able to work weekends and key holidays, • *Comfortable and familiar with working from home and being a self-starter Strong proficiency and willingness in handling customer support responsibilities over the phone What the job involves • The Retention Specialist is responsible for answering customer questions pertaining to product information, order statuses, tracking information, returns & exchanges, and more., • Retention Specialists are expected to work remotely and are required to have a distraction free work environment to be eligible for the role, • Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required, • *Assist and engage with customers over the phone, must be comfortable with outbound call driven customer interactions, • *Virtually assist customers over chat, email, and social media with shipping & tracking, returns, product details, and customer account information, • *Manage multiple customer interactions channels efficiently, • *Multi-task to find information while communicating with customers. Proactively identify solutions to questions you anticipate in each interaction, • *Provide best-in-class service experience for our customers while working in a fast-paced start-up environment, • *Seize the opportunity to build long-term relationships with our customers while problem-solving, turning potentially negative customer experiences into wonderful interactions, • *Required to maintain metrics at or above expectations. Metrics measured are CSAT, customer retention, daily customer interactions, and response time Apply Job!