Customer Experience, Rent the Runway
Retention Agent
Compensation: $16/hr
More information about location
Women's clothing subscription service
Job no longer available
Women's clothing subscription service
1001+ employees
Job no longer available
Compensation: $16/hr
More information about location
1001+ employees
Company mission
Rent the Runway's mission is to power women to feel their best every day.
Role
Who you are
- You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment
- You are a Communicator. 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
- You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies
- You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction
- You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values
- You have high quality scores, and can build relationships with our customers in order to spread the brand love for RTR!
- You are Entrepreneurial. You are not afraid to provide feedback and try new things
What the job involves
- The Customer Experience, Retention Agent will be responsible for building and maintaining relationships with our customers that keep them coming back
- This role will specialize in proactive customer outreach that creates deeper customer engagement with every single conversation. This is a remote, full-time, and benefits-eligible position
- Deliver exceptional and personalized service and develop lasting relationships with our RTR customers
- Support RTR campaigns through all stages in the customer journey. Provide personalized service and grow brand love driving retention and growth through communication touchpoints over the phone. Other main communication channels include SMS & email
- Serve as a brand ambassador of Rent the Runway, championing our core values to democratize fashion
- Maintain knowledge of all Rent the Runway products including fit, styles and inventory
- Develop one-to-one customer relationships through regular communication with your customers that keeps them coming back
- Be the voice of the customer and share feedback and insights that help us improve and evolve
- Troubleshoot and resolve customer issues with the utmost care and respect by listening to their problems and offering creative resolutions
- Bring your best self into work every day and be on the frontlines of our customer communications, which could mean face to face, or live conversations
- Deliver personalized service while meeting quality and productivity goals
- Adherence to daily scheduling including lunches and breaks
- Share customer feedback and information with other team members and leaders in order to continuously improve and evolve the customer experience
- Support inbound customer inquiries as required by business need
- Contribute to an empathetic, positive and energetic team culture
Our take
Rent the Runway seeks to profit from two important trends in apparel consumption: wanting to stay on top of the latest fashion trends while living and purchasing sustainably. By providing a platform for women to rent designer pieces, its users can have it all.
The company allows users to rent, subscribe, or buy designer apparel and accessories. It achieves this with its network of partnerships with hundreds of top designers and managing the crucial but complicated logistics in-house. It offers its partnered brands sophisticated analytics about potential customers in return for lower prices on designer garments.
Rent the Runway is now focused on diversifying revenue streams while reducing its costs. Its recent partnership with Amazon is an example of this new direction: while it will use this channel to sell clothes previously rented through its platform, it will, for the first time, be selling new clothes based on rental items modified in line with market data.
While moves such as this may well shift Rent the Runway towards profitability, it also risks undercutting the company's central message of sustainability and supporting the circular economy. The company believes that by creating better quality clothing, it will nonetheless be aiding in the fight against fast fashion. Time will tell if this move helps or hinders the sustainability movement, but it is likely to boost Rent the Runway's bottom line regardless.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2020
$80m
SERIES G
Mar 2019
$125m
SERIES F
Total funding: $401.2m
Company benefits
- Generous Paid Time Off including annual leave, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
- Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention.
- Paid Sabbatical after 5 years of continuous service
- Exclusive employee subscription and rental discounts
- 401k match
- Work from home opportunities
- Comprehensive health, dental care and dependents care from day 1 of employment - Your health comes first and we’ve got you covered.
- Competitive Stakeholder Pension - taking care of your future
- Company wide events and outings - our team spirit is no joke - we know how to have fun!
- Hybrid Work - our corporate employees have the option to work remotely 3 days a week, in accordance with Company policies
Company HQ
Hudson Square, New York, NY
Leadership
Jennifer Hyman
(Co-Founder, CEO & Chairman of the Board)Prior to Rent the Runway, was director of business development at IMG where she focused on the creation of new media businesses for IMG's fashion division.
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