Experienced Part-Time Customer Experience Associate – Delivering Exceptional Service in a Dynamic Remote Environment

About Us

Rent the Runway (RTR) is revolutionizing the way we experience fashion by pioneering the world's first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable, and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental, or ownership. RTR offers designer apparel, accessories, and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation.

Under the visionary leadership of CEO and Co-Founder Jennifer Hyman, RTR has been named to CNBC's "Disruptor 50" five times in ten years and has been placed on Fast Company's Most Innovative Companies list multiple times. Hyman herself has been named to the "TIME 100" most influential people in the world and as one of People magazine's "Women Changing the World." At RTR, we're passionate about empowering our customers to feel amazing, and we're looking for talented individuals to join our team and help us achieve this mission.

About the Team

Customer Experience lives and breathes our mission of empowering our customers to feel amazing. We've been called fit gurus, shipping virtuosos, and even fashion therapists. Customer Experience is truly the heart of our business and has a major impact on our continued success. You will be working on a great team with supportive team leaders who are dedicated to delivering exceptional service and creating a positive, energetic team culture.

About the Job

We're seeking an Experienced Part-Time Customer Experience Associate to join our dynamic remote team. As a CXA, you will be responsible for ensuring that all of our customers have the Cinderella Experience that has personified the Rent the Runway brand. This role will act as a subject matter expert who delivers empathetic, detail-oriented solutions to our customers. As our frontline, all CXAs are trained and positioned for optimal employee effectiveness.

Key Responsibilities:

• Deliver exceptional service and develop lasting relationships with customers via Rent the Runway channels for communication – live chat, phone, SMS, and email.
• Serve as a proud brand ambassador of Rent the Runway, constantly championing our core values to democratize fashion.
• Maintain knowledge of all Rent the Runway products, including fit, styles, and inventory.
• Assist customers in finding styles that meet their individual style and event needs.
• Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions.
• Deliver personalized service while meeting quality and productivity goals.
• Share customer feedback and information with other team members and leaders to continuously improve and evolve the customer experience.
• Contribute to an empathetic, positive, and energetic team culture.

Who You Are

We're looking for a talented and dedicated individual who shares our passion for delivering exceptional customer experiences. To be successful in this role, you will need to possess the following skills and qualities:

• At least 2 years of experience working in a customer-focused environment.
• Problem-solving skills: You are able to think quickly and make decisions in a fast-paced environment.
• Rebound quickly: Handling difficult customer issues is a challenging job! You approach every day with a positive attitude and rebound quickly.
• Multitasking: You are able to assist multiple customers at once while maintaining an exceptional level of service.
• Communication skills: You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.
• Strong integrity: You are honest and ethical in all interactions and uphold company values and policies.
• Efficiency: You understand productivity metrics and are able to hold yourself accountable to assisting customers with attention to detail and efficiency.
• Dedication: You are committed to providing a Cinderella Experience during each customer interaction.
• Empathy: You are able to see situations from the customer's perspective and provide the best solutions aligned with Rent the Runway's core values.

About You / Requirements

To be successful in this role, you will need to possess the following technical skills and requirements:

• Technical aptitude and problem-solving skills required.
• Computer proficiency (G Suite, Google Chrome Browser, Slack, Zoom, etc.) required.
• High-speed internet access provided by a cable or fiber provider with a minimum 10Mbps connection (RTR will provide laptop & headset).

Career Growth Opportunities and Learning Benefits

We're committed to helping our employees grow and develop their careers. As a Customer Experience Associate, you will have access to a range of training and development opportunities, including:

• Virtual training program to ensure you have the skills and knowledge needed to succeed in this role.
• Ongoing coaching and feedback to help you develop your skills and achieve your goals.
• Opportunities to take on additional responsibilities and contribute to the growth and success of the business.

Work Environment and Company Culture

We're a remote-first company, and we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a Customer Experience Associate, you will have the flexibility to work from home and will be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A starting pay rate of $16/hour for candidates residing in MA, CO, OR, TX, IL, AZ, VA, FL, and $14.50/hour for candidates residing in TN and KS.
• A range of benefits, including health insurance, 401(k) matching, and paid time off.
• Opportunities to earn bonuses and incentives based on performance.

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a dynamic and supportive work environment, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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