Customer Experience Associate

Summary

Join Rent the Runway (RTR) as a Customer Experience Associate (CXA) and deliver exceptional service to customers across various communication channels, including phone, email, live chat, social media, and SMS. As a brand ambassador, you will uphold RTR's core values and provide personalized, unique service tailored to customer needs. You will be responsible for resolving customer inquiries, providing fit and style advice, and sharing customer feedback to enhance the customer experience. This is a remote role with part-time hours, requiring flexibility and adaptability to meet seasonal business demands. You will undergo a comprehensive 4-week virtual training program and must reside in one of the specified states.

Requirements

• 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)

Responsibilities

• 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

Benefits

• 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
• 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 May 19, 2025
• 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
• Please note this is a remote role, however candidates must reside as permanent residents in one of the following state s (international remote work is prohibited)
• Massachusetts
• Colorado
• Oregon
• Texas
• Illinois
• Arizona
• Florida
• Virginia
• Tennessee
• Kansas
• The starting pay rate for this position is non-negotiable and varies by work location
• Rent the Runway is an equal opportunity employer