Retention Specialist, Quince
Pay rate (USD): $21 per hr
Affordable luxury fashion and home goods brand
Open for applications
Affordable luxury fashion and home goods brand
201-500 employees
Open for applications
Pay rate (USD): $21 per hr
201-500 employees
Company mission
To create products of equal or greater quality than the leading luxury brands at a much lower price.
Role
Who you are
- 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
- 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
- Retention Specialists are expected to work remotely and are required to have a distraction free work environment to be eligible for the role
- Proactively identify solutions to questions you anticipate in each interaction
- Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required
- 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
Our take
The rise in fast fashion has brought widespread awareness of the alarming waste of resources and the significant environmental impact caused by the industry. Recognizing these concerns, Quince is looking to address these issues and offer a more sustainable alternative to consumers.
Quince is a direct-to-consumer brand that offers high-quality products at lower prices by cutting out the middleman. The company focuses on providing wardrobe staples and home goods, with an emphasis on minimalism, simplicity, and timeless designs.
Quince works directly with factories to produce inventory on a near-just-in-time basis. By eliminating unnecessary intermediaries, Quince can streamline the supply chain and reduce financial and environmental waste. This approach allows Quince to ship goods directly to consumers' doorsteps, minimizing transportation and warehousing costs and as a result, providing customers with a more efficient and sustainable shopping experience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (1 round)
May 2023
$77m
SERIES B
Total funding: $77m
Company HQ
SoMa, San Francisco, CA
Leadership
Sid Gupta
(CEO)Graduated from Stanford University with an MBA in Finance. Previously the Founder and CEO of Lolli and Pops as well as the Director of Strategy at TechTurn.
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