Customer Experience Associate

Summary

Join Rent the Runway (RTR) as a Customer Experience Associate (CXA) and deliver exceptional customer service across various communication channels, including phone, email, live chat, social media, and SMS. CXAs will act as brand ambassadors, upholding RTR's core values and ensuring every customer enjoys a positive experience. This part-time remote role requires at least two years of customer service experience and strong communication and problem-solving skills. The position offers a competitive hourly rate and a comprehensive four-week virtual training program. Successful candidates must reside in one of the specified states and have reliable high-speed internet access. The role demands multitasking, resilience, and a dedication to meeting productivity and quality goals.

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
• 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

The starting pay rate for this position is $16/hr and non-negotiable