Customer Experience Specialist

As a Customer Experience Specialist, you are the face of Quince, turning challenging customer issues into “wow” moments. This is a crucial, omni-channel role where you’ll seamlessly manage multiple conversations at once, often handling phone calls, chats, and emails concurrently. You’ll embody our mission by providing a fair & transparent experience with an empathetic approach, inspiring confidence in every customer interaction.

We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team.

What You’ll Do

• Use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones.
• Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
• Navigate multiple systems and handle multiple inquiries simultaneously, all while ensuring a world-class and efficient customer experience.
• Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes.
• Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.

Who You Are

• You are a people-first person with an intuitive understanding of the customer’s experience.
• You deeply care about solving problems and turning a potentially frustrating situation into a positive and memorable interaction.
• Your communication is world-class, demonstrating both empathy and rigor in a way that provides clear, concise, and helpful information to customers.
• You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment.
• You are a self-starter who is comfortable and familiar with working remotely and can thrive in a distraction-free work environment.
• You are flexible and available to work weekends and key holidays as needed, including in November and December.
• You are curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning.
• Teamwork: You are a collaborative team player, eager to provide and receive feedback to improve performance.
• Scrappy Mentality: You are resourceful and adaptable, finding creative solutions to problems when needed.

Requirements to Apply

• High School diploma or GED equivalent.
• At least 2 years of Customer Service experience, with a proven ability to manage your time and prioritize tasks in a remote or unsupervised setting.
• A proven track record of handling high-volume customer inquiries across multiple digital channels (phone, email, chat).
• Demonstrated ability to write and communicate with exceptional clarity and attention to detail.
• Experience in a job where a strong ability to problem-solve was a core function.
• Technical:
  • A reliable, high-speed internet connection with a minimum download speed of 75+ Mbps and a minimum upload speed of 10+Mbps.

Note: Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required.