Remote Part-Time Customer Experience Associate – Delivering Exceptional Service and Empowering Customers in the Fashion Industry

Introduction to Rent the Runway

Rent the Runway (RTR) is a pioneering force in the fashion industry, revolutionizing the way people get dressed with its innovative Closet in the Cloud concept. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by providing women with a more joyful, sustainable, and financially savvy way to feel their best every day. As the ultimate destination for circular fashion, RTR offers a vast array of designer apparel, accessories, and home decor from over 700 brand partners. With its proprietary technology and one-of-a-kind reverse logistics operation, RTR has built a reputation for excellence and has been recognized as one of the most innovative companies in the world.

About the Customer Experience Team

The Customer Experience team is the heart of RTR's business, and its members are dedicated to empowering customers to feel amazing. As a Customer Experience Associate, you will be part of a dynamic team that is passionate about delivering exceptional service and creating lasting relationships with customers. You will work closely with supportive team leaders who are committed to helping you succeed in your role.

Job Overview

We are seeking a highly skilled and dedicated Remote Part-Time Customer Experience Associate to join our team. As a Customer Experience Associate, you will be responsible for ensuring that all customers have a Cinderella Experience that personifies the Rent the Runway brand. You will act as a subject matter expert, delivering empathetic, detail-oriented solutions to customers through various channels, including live chat, phone, SMS, and email. This part-time role offers approximately 20 hours per week, with the possibility of flexing up or decreasing hours based on business requirements.

Key Responsibilities

• Deliver exceptional service and develop lasting relationships with customers via Rent the Runway channels for communication
• 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 events 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

Requirements and Qualifications

To be successful in this role, you should have:

• At least 2 years of experience working in a customer-focused environment
• Excellent problem-solving skills and the ability to think quickly and make decisions in a fast-paced environment
• A positive attitude and the ability to rebound quickly from difficult customer issues
• Strong multitasking skills, with the ability to assist multiple customers at once while maintaining an exceptional level of service
• Excellent communication skills, with the ability to listen well and express ideas clearly and persuasively
• Strong integrity, with a commitment to honesty and ethics in all interactions
• Technical aptitude and problem-solving skills, with proficiency in computer applications such as G Suite, Google Chrome Browser, Slack, and Zoom
• High-speed internet access provided by a cable or fiber provider with a minimum 10Mbps connection

What We Offer

Rent the Runway offers a competitive 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. We also provide a comprehensive training program, including a 4-week virtual training session, to ensure your success in the role. Additionally, you will have the opportunity to work with a dynamic and supportive team, and to contribute to a company that is revolutionizing the fashion industry.

Career Growth and Development