Customer Experience, Retention Agent

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 and accessories from hundreds of 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 Job:

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.

What You'll Do:

• 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.

About You:

• 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.

Benefits:

At Rent the Runway, we’re committed to the wellbeing of our employees, and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:

• Paid Time Off including vacation, 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 - Unplug, recharge, and have some fun!
• Exclusive employee subscription and rental discounts - to ensure you experience the magic of renting the runway (and give us valued feedback!).
• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.
• 401k match - an investment in your future.
• Company wide events and outings - our team spirit is no joke - we know how to have fun!
• This is a remote, full-time position.

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, TN, KS

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.