Retention Specialist

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Job Title: Retention Specialist

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. We are 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.

Ideal Candidate: 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, 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.

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.

Requirements

• Prior experience in customer service (preferred, but not required)
• Excellent written communication skills
• Ability to demonstrate a “Customer First” mentality
• Comfortable using an authentic, customer-friendly tone
• Detail-oriented
• Reliable
• Communicative
• Comfortable working in a startup environment

Responsibilities

• 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.
• Complete a 90-day introductory period.

Company Information

• Our Story: Quince was started to challenge the existing idea that nice things should cost a lot.
• Our Values:
  • Customer First
  • High Quality
  • Essential design
  • Always a better deal
  • Environmentally and Socially conscious