Customer Service Representative, Retention Specialist

What You'll Get:

Competitive Pay that Grows With You: Start at a $21hrly rate with an increase to $22hrly rate after a 90 day successful completion period.

Extra Earning Power: Take advantage of our monthly cash bonus program — your great work deserves great rewards.

Work-life Balance: Enjoy guaranteed minimum hours that ensure predictable earnings and work-life balance.

Comprehensive Benefits: We offer a comprehensive suite of benefits and wellness resources to support your health including medical, dental and vision benefits. 

Plan for the Future: Our 401(k) savings program helps you build financial security with confidence.

Love What You Wear: Enjoy generous discounts and credits toward Quince products — quality you’ll be proud to own.

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

Work Where You’re Comfortable: This is a remote role, giving you the flexibility to work from wherever you do your best work.

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

The Ideal Candidate:

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.

The Retention Specialist is responsible for answering customer questions pertaining to product information, order statuses, tracking information, returns & exchanges, and more. Candidates should have prior experience in customer service. Candidates must have excellent written communication and the ability to demonstrate a Customer First mentality.

Prior experience using Shopify, Zendesk, Gorgias or other customer service software is preferred. Candidates must be detail-oriented, emphatic, reliable, communicative, and comfortable working in a startup environment. Retention Specialists 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.

Responsibilities:

• Provide best-in-class service experience for our customers while working in a fast-paced start-up environment
• Virtually assist customers over chat, email, and social media across a range of topics including: shipping and tracking, returns, product details, customer account information
• Support customers and resolve real-time issues; must be comfortable with outbound call driven interactions
• 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 while problem-solving, turning potentially negative customer experiences into wonderful interactions
• Required to maintain metrics at or above expectations; metrics include CSAT, customer retention, daily customer interactions, and response time

Requirements:

• Associate degree or greater
• 2+ years of professional experience working with computer and 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
• Top-notch oral and written communication skills with outstanding attention to detail
• Have 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