Retention Specialist

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.

• 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.
• 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.

• 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