Customer Experience Associate, Rent the Runway
Part-Time
$16/hr: MA, CO, OR, TX, IL, AZ, VA, FL or $14.50/hr: TN, KS
More information about location
Women's clothing subscription service
Open for applications
Women's clothing subscription service
501-1000 employees
Open for applications
$16/hr: MA, CO, OR, TX, IL, AZ, VA, FL or $14.50/hr: TN, KS
More information about location
501-1000 employees
Company mission
Rent the Runway's mission is to power women to feel their best every day.
Role
Who you are
- You have at least 2 years of experience working in a customer-focused environment
- You are passionate. You understand prioritizing rapport-building in your customer interactions is pivotal to creating positive lifetime customer experiences
- You are a multitasker. You can thrive under pressure handling multiple customer conversations at a time and seamlessly meet productivity and quality goals with ease
- You are resilient. You embrace every coaching opportunity to enhance your skills and become your most efficient self
- You are a problem solver. You are able to think quickly and make decisions in a fast-paced environment using all your knowledge tools
- You are a communicator. You are adept at listening well. You understand our business and customer needs, and express ideas clearly to produce positive results
- You have strong integrity. Upholding honesty and ethical standards, and adhering to our company values and policies
- You are dedicated. You are committed to providing a Cinderella Experience during each customer interaction.You are accepting of a shift in focus and continuing to dedicate exceptional customer service
- 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)
- The training for this role runs for 4 weeks, starting October 27th, Monday- Friday 9:30AM-4:00PM EST. It is a requirement that all new hires are able to attend for the entirety of the training
What the job involves
- 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
- As Customer Experience Associates (CXAs) at RTR, you'll ensure every customer enjoys the Cinderella Experience synonymous with our brand. Serving as subject matter experts, CXAs deliver empathetic, detail-oriented solutions across all potential channels: social media, live chat, email, phones, and SMS
- Our agents understand the passion for resilience, flexibility, multitasking, and knowledge of RTR’s policies
- In our highly fast-paced environment, meeting productivity and quality metric goals aligned in our CX work guidelines are vital
- With part-time hours at 20 per week, our CXA’s are expected to flex between 15-29 hours per week based on seasonal business demands
- CX Agents adapt seamlessly, ready to fulfill various roles or shift focus with little notice
- New hires embark on a comprehensive 4-week virtual training, Monday-Friday 9:30 am - 4 pm EST
- This rigorous program covers orientation, CX interaction preparation, real time live chat and email experience, and culminates in a knowledge assessment ensuring readiness for production
- At RTR, no two days are the same; our adaptability ensures a collaborative effort to deliver the Cinderella Experience to our valued customers
- We strive for lifetime Cinderella Experiences
- All new hires MUST attend our 4 week virtual training, Monday-Friday 9:30am - 4pm EST beginning on October 27, 2024. You will go through orientation and a robust training period to prepare you for CX interactions
- Upon completion of this period, you will be required to pass an assessment that will test knowledge gained during training. You will begin your part-time shift after the training period is complete
- We are currently hiring for the following shift times:
- Monday-Friday
- 9am-1pm EST
- 1pm-5pm EST
- 2pm-6pm EST
- 4pm-8pm EST
- Wednesday-Saturday:
- Wednesday-Friday 2pm-7pm EST; Saturday 1pm-6pm EST
- Deliver exceptional service and cultivate positive lifetime relationships with customers across all Rent the Runway communication channels—phone, email, live chat, social media, and SMS. In order for RTR to thrive and meet business needs flawlessly, all CXA’s will have the potential to be trained on all channel communications
- As a proud brand ambassador, uphold our core values in democratizing fashion. Be sure to express our core values through everyday interactions
- Stay informed about all Rent the Runway products, fit, styles, and inventory, to assist customers in finding the perfect look for their individual style and events. You’ll speak on all the aspects Rent the Runway has to offer to ensure our customers know all of our perks.
- Resolve customer inquiries with care and creativity, providing a personalized, unique service tailored to their needs, all while meeting quality and productivity goals in our fast-paced environment. Striving for rapport is the heart to successful interactions
- Share customer feedback and insights with team members and leaders to continually enhance the customer experience
- Foster an empathetic, positive, and collaborative team culture that thrives on diversity and energy
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 chanel sell to clothes previously rented through its platform, it will for the first time be selling new clothes based off of 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
(CEO)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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