About This Role
Working across the customer team, the Retention Specialist helps customers with styling and also works to keep their membership active. This role suits someone who is comfortable both with fashion and with customer service, and who can adapt quickly to different tasks throughout the day.
Responsibilities
- Help customers build and finish their box over live video, and review boxes before they ship so every customer gets pieces that fit their size and style
- Reach customers by phone and text who started building a box but did not finish, and help them complete it
- Talk with customers who want to cancel, whose membership is ending, or who seem likely to leave; understand why, and offer the option that keeps them
- Answer inbound calls, return missed calls, and resolve order issues, including arranging replacement boxes
- Move between these areas as the Team Lead assigns, often several times a day
- Keep clear notes on every customer contact, and share customer feedback and trends in team meetings
Requirements
- 2+ years of experience in sales, customer retention, customer support or styling (subscription experience is a plus)
- A strong eye for menswear, and the ability to build a box around a customer's size, style and budget
- Proven success in a high-volume call environment, including objection handling
- Comfortable on live video calls with customers
- Able to switch between styling and retention conversations several times a day without a drop in quality
- Proficiency in Google Suite, especially Google Sheets
- Excellent written and verbal communication skills
- Must be able to pass a criminal background check
Nice to have:
- Experience with call center or CRM tools
Important Details
- Work format: hybrid (2-3 days in person) in Vernon, CA, for candidates within 50 miles; remote for strong candidates outside of the 50-mile radius
- Schedule: 9 AM - 5:30 PM PT (40 hours per week)
- Some weekend shifts may be required on a rotating schedule
Performance Expectations
- Maintain a 30%+ save rate on retention calls
- Complete 75+ daily phone touches
- Help customers confirm boxes they are happy with
- Meet the team's daily targets in whichever area you are assigned
- Contribute to team performance by joining training and process improvement work
