[Hiring] Customer Experience, Retention Agent @Rent the Runway

Role Description

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.

• 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, SMS, and 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.
• Be the voice of the customer and share feedback and insights.
• Troubleshoot and resolve customer issues with care and respect.
• Bring your best self into work every day and be on the frontlines of customer communications.
• Deliver personalized service while meeting quality and productivity goals.
• Adhere to daily scheduling including lunches and breaks.
• Share customer feedback and information with team members and leaders.
• Support inbound customer inquiries as required by business need.
• Contribute to an empathetic, positive, and energetic team culture.

Qualifications

• You are a Problem Solver, able to think quickly and make decisions in a fast-paced environment.
• You are a Communicator, listening well and understanding the needs of customers and the business.
• You have Strong Integrity, being honest and ethical in all interactions.
• You are Dedicated, committed to providing a Cinderella Experience during each customer interaction.
• You are Empathetic, able to see situations from the customer’s perspective.
• You have high quality scores and can build relationships with customers.
• You are Entrepreneurial, not afraid to provide feedback and try new things.

Benefits

• Paid Time Off including vacation, paid bereavement, and family sick leave.
• Universal Paid Parental Leave for both parents + flexible return to work program.
• Paid Sabbatical after 5 years of continuous service.
• Exclusive employee subscription and rental discounts.
• Comprehensive health, vision, dental, FSA, and dependent care from day 1 of employment.
• 401k match.
• Company-wide events and outings.