Customer Service Representative, Retention Specialist

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

What You'll Get:

Competitive Pay that Grows With You: Start at a 22.00 CAD per hour with an increase to 23.00 CAD per hour after successfully passing the 90-day introductory period.

Extra Earning Power: Earn up to 1,300 CAD each month in bonus pay, based on your performance. Great work gets recognized every month. *CAD amount is based on the current US program and USD <> CAD exchange rate.

We Invest In You: 3-week paid training and a thoughtful onboarding experience to set you up for success.

Set schedule, guaranteed hours: You’ll know your schedule ahead of time and receive a reliable paycheck. We offer our specialists guaranteed minimum hours, set schedules, and paid time off.

Comprehensive Benefits: We offer a comprehensive suite of benefits and wellness resources to support your health, including Hospital Coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability Coverage, and more. 

Be Part of Something New: This is a full-time onsite role, 5 days a week in our newly opened Toronto office.

Refer your friends: Refer great talent and earn a bonus when they join the team. It pays to work with people you like!

At Quince customer satisfaction is our highest priority. We obsess about delivering increasing amounts of value to the customer and aim to provide a world-class experience and service to everyone we engage with.

Our Retention Specialists are critical in delivering on that mission. They problem solve, think like a customer and inspire confidence in the customer’s purchase. Our teams answer a wide-range of customer questions pertaining to product information, order status, tracking information, returns & exchanges, and more. But most importantly, they ensure our customers love Quince!

Who You Are:

Our most successful Retention Specialists have prior experience in customer service - either from behind a screen or face-to-face. (Bonus points if you’ve worked with customer service software programs like Zendesk or Glady!)

Our teams use their writing skills a lot, so excellent written communication with a keen attention to detail will be key to your success here. 

In order to solve our customer’s (sometimes challenging!) issue or concern, you’ll often need to demonstrate your outside-the-box thinking, provide empathy and reassurance and follow-through on what you’ve promised to the customer. 

What You’ll Be Doing:

• Provide best-in-class service experience for our customers while working in a fast-paced start-up environment
• Virtually assist customers across all channels (phone, chat, email, and social media) across a range of topics including: shipping and tracking, returns, product details, customer account information
• Multi-task to find information while communicating with customers
• Proactively identify solutions to questions you anticipate in each interaction
• Build long-term relationships with customers, turning potentially negative customer experiences into wonderful interactions
• Maintain key metrics at or above expectations, including CSAT, customer retention, efficiency, and response time

Requirements To Apply:

• Associate degree or greater
• 2+ years of professional experience working with a computer / web-based tools
• 2+ years of experience working in customer service/support or job where strong writing skills are required
• World-class customer service skills and emphatic approach to handling issues
• Open availability and able to work weekends and key holidays, including in November & December
• Comfortable and familiar with working from home and being a self-starter 
• Strong proficiency and willingness in handling customer support responsibilities over the phone

Note: Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required.