Virtual Customer Service Representative

Everise is hiring on behalf of Quince!

The Ideal Candidate

The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.

The Role

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. 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.

Key Job Responsibilities

• Assist and engage with customers over chat email and phone, must be comfortable with written and verbal outbound call driven customer interactions.
• Virtually assist customers over chat, email, and social media with shipping & tracking, returns, product details, and customer account information. Respond tovoicemails from customers as needed.
• 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 environment.
• Seize the opportunity to build long-term relationships with our customers while problem-solving, turning potentially negative customer experiences into wonderful interactions.

Job Requirements

• Must reside in Texas, Tennessee, Arizona, Washington, New Jersey,
• Pennsylvania, Nevada, Utah or Florida
• High school diploma or equivalent
• 1+ years of professional experience working with a computer and web based
• tools
• 1+ years of experience working in customer service/support position
• Strong writing skills required

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift

Work setting:

• Remote

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: Remote