Customer Service Representative - Retention Specialist

February 27

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High Quality Products. Radically Lower Prices.

ecommerce • apparel • accessories • homegoods • luxury

11 - 50

Description

•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. •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. •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.

Requirements

•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