Retention Specialist
Constant Contact34,000 - 40,000 USD/year
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Retail, E-commerce, Customer ServiceIndustries
Requirements
Candidates should possess a Bachelor’s degree in Operations, Business, Communications, or a related field, and a minimum of 5 years of experience leading a team of customer care agents. They must demonstrate a proven track record of building a team focused on customer loyalty and retention, along with strong leadership skills.
Responsibilities
The Retention Specialist Manager will successfully execute company goals and objectives focused on customer experience, coach and train Retention Specialists weekly to achieve performance goals and development objectives, provide accurate weekly and monthly team performance reporting with actionable next steps, and support continuous improvement by eliminating process defects impacting customers. This role also involves supporting and driving team engagement activities, managing and resolving customer escalations across all engagement channels, engaging in hiring and recruiting activities, and supporting the implementation of new operational processes across the team.
Skills
Customer Support Management
Omni-channel Customer Service
Team Coaching and Development
Performance Reporting
Customer Escalation Resolution
Operational Excellence
KPI Management
Quince
Direct-to-consumer e-commerce for fashion and home essentials
About Quince
Quince offers high-quality fashion and lifestyle products through its online retail platform. The company sources its products directly from manufacturers worldwide, which allows it to provide premium items at lower prices compared to traditional retail stores. Quince's product range includes clothing like dresses and blouses, as well as home essentials such as bed sheets. This direct-to-consumer model appeals to a diverse customer base, from those seeking stylish clothing to those in need of quality home goods. Quince differentiates itself from competitors by eliminating middlemen, ensuring affordability without compromising on quality. The company's goal is to make luxury accessible to everyone while fostering a community of satisfied customers who share their experiences on social media.
Key Metrics
San Francisco, CaliforniaHeadquarters
2018Year Founded
$74.9MTotal Funding
SERIES_BCompany Stage
Consumer Software, Consumer GoodsIndustries
201-500Employees