Customer Success & Retention Representative - Remote

Overview

The Customer Success & Retention Representative at iRESTORE plays a vital role in ensuring customer satisfaction and loyalty by providing post-purchase support and proactively addressing customer concerns.

In Short

• Handle inbound and outbound calls, chats, and emails related to order inquiries.
• Engage with at-risk customers to understand their concerns.
• Educate customers about iRESTORE products and usage best practices.
• Collaborate with the Customer Success team to improve workflows.
• Use tools like Gorgias, Aircall, and Shopify for customer interactions.
• Follow established retention and refund workflows.
• Maintain detailed records in CRM systems.
• Meet retention KPIs and quality assurance benchmarks.

Requirements

• Minimum 3 years of experience in customer service.
• Experience in a retention-focused role preferred.
• Strong verbal and written communication skills.
• Empathetic and solution-oriented approach.
• Tech-savvy with CRM and e-commerce platforms.
• Ability to work independently in a remote environment.
• Willingness to work night shifts and weekends.

Benefits

• Medical and dental benefits after 6 months.
• Paid Time Off (PTO) for full-time team members.
• High growth trajectory with reviews.
• Quarterly Internet Reimbursement.
• Gym membership credit.
• Work from anywhere - remote opportunity.
• Annual Team Bonding Event.