Retention Specialist

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Requirements:

• Associate degree or greater is required.
• 2+ years of professional experience with computers and web-based tools.
• 2+ years in customer service/support or roles requiring strong writing skills.
• Demonstrated grit and the ability to overcome obstacles; previous startup experience is a plus.
• Exceptional oral and written communication skills with attention to detail.
• Open availability for weekends and key holidays.
• Comfortable with remote work and self-starter attitudes.
• Strong proficiency in handling customer support via phone.

Responsibilities:

• Assist and engage with customers over the phone, ensuring comfort with outbound calls.
• Virtually assist customers via chat, email, and social media concerning shipping, tracking, returns, and product information.
• Manage multiple customer interaction channels efficiently.
• Proactively identify solutions to anticipated customer questions during interactions.
• Provide best-in-class service in a fast-paced startup environment.
• Build long-term customer relationships through effective problem-solving.
• Maintain required performance metrics such as CSAT and customer retention.