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

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