Customer Success & Retention Representative
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Job Description
Customer Success Representative at iRESTORE handling customer satisfaction and loyalty through support interactions. Focused on calls, chat, and email support to enhance the customer experience.
Responsibilities:
- Handle inbound and outbound calls, chats, and emails related to order inquiries, refunds, cancellations, escalations, and troubleshooting.
- Actively engage with at-risk customers to understand their concerns and offer personalized solutions to retain them.
- Educate customers about the iRESTORE product line, usage best practices, and realistic expectations for hair regrowth.
- Collaborate with the Customer Success Lead, Supervisor and QA team to flag patterns, improve workflows, and reduce churn.
- Use tools such as Gorgias, Aircall, Shopify, Crisp, and Postscript to manage customer interactions and cases efficiently.
- Follow established retention and refund workflows to ensure consistency and adherence to company policies.
- Maintain detailed and accurate records of interactions in our CRM systems.
- Meet and exceed retention KPIs and quality assurance benchmarks.
Requirements:
- Minimum 3 years of experience in customer service, specifically handling calls, chat, and email.
- Proven experience in a retention-focused or customer success role preferred.
- Strong verbal and written communication skills.
- Empathetic, patient, and solution-oriented approach.
- Tech-savvy and comfortable with CRM and e-commerce platforms.
- Ability to work independently in a fast-paced remote environment.
- Willingness to work night shifts and on rotating weekends as needed.
Benefits:
- Medical and dental benefits after 6 months of tenure
- Paid Time Off (PTO) for all full-time team members
- High growth trajectory with quarterly/annual reviews
- Quarterly Internet Reimbursement
- Gym membership credit – your physical and mental health is super important
- Work from anywhere - this is a remote opportunity
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