Remote Part-Time Customer Experience Associate

About Us:

Rent the Runway (RTR)  is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel, accessories and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”

About the Team: 

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.

About the Job:

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

Please note this is a remote role, however candidates must reside as permanent residents in one of the following states (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:
$16/hr: MA, CO, OR, TX, IL, AZ, VA, FL
$14.50/hr: TN, KS

What You'll Do:

• 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.

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.

About You / Requirements:

• 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)

Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

By submitting your application below, you agree that you have read and acknowledge Rent the Runway's Candidate Privacy Policy, found here.