Customer Experience, Retention Agent

Rent the Runway·Remote(Flexible / Remote)
Customer Success

WFA Digital Insight

In a market where customer experience is key, Rent the Runway is seeking a skilled Customer Experience, Retention Agent to drive brand love and retention. With the demand for exceptional customer service specialists growing, this role is perfect for those who thrive in fast-paced environments and are passionate about delivering personalized experiences. As a pioneer in the fashion industry, Rent the Runway offers a unique opportunity to be part of a company that is revolutionizing the way people experience fashion. Before applying, candidates should be aware that this role requires strong communication skills, the ability to work independently, and a passion for customer experience.

Job Description

About the Role

The Customer Experience, Retention Agent will be the face of Rent the Runway, building and maintaining relationships with customers to keep them coming back. This role specializes in proactive customer outreach, creating deeper customer engagement with every single conversation. As a remote, full-time, and benefits-eligible position, the successful candidate will have the opportunity to work with a dynamic team and contribute to the company's mission to democratize fashion.

The role entails delivering exceptional and personalized service, developing lasting relationships with customers, and supporting Rent the Runway campaigns throughout the customer journey. The ideal candidate will be a brand ambassador, championing the company's core values and maintaining knowledge of all Rent the Runway products.

As part of the customer experience team, the Customer Experience, Retention Agent will work closely with other team members to ensure that customers receive the best possible experience. This will involve sharing customer feedback and insights to help improve and evolve the customer experience.

What You Will Do

  • Deliver exceptional and personalized service to customers through various communication channels, including phone, SMS, and email
  • Develop lasting relationships with customers to drive retention and growth
  • Support Rent the Runway campaigns throughout the customer journey
  • Provide personalized service and grow brand love through communication touchpoints
  • Serve as a brand ambassador, championing the company's core values
  • Maintain knowledge of all Rent the Runway products, including fit, styles, and inventory
  • Develop one-to-one customer relationships through regular communication
  • Troubleshoot and resolve customer issues with care and respect
  • Share customer feedback and insights to help improve and evolve the customer experience
  • Contribute to an empathetic, positive, and energetic team culture

What We Are Looking For

  • 2+ years of experience in customer service or a related field
  • Strong communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Strong problem-solving skills and attention to detail
  • Ability to adapt to a fast-paced environment
  • Knowledge of customer service software and technology
  • Strong integrity and commitment to upholding company values and policies
  • Empathy and ability to see situations from the customer's perspective
  • High-quality scores and ability to build relationships with customers

Nice to Have

  • Experience working in a remote environment
  • Knowledge of the fashion industry
  • Experience with customer relationship management (CRM) software
  • Certification in customer service or a related field

Benefits and Perks

  • Remote work opportunities
  • Competitive salary and benefits package
  • Opportunity to work with a dynamic and innovative company
  • Professional development and growth opportunities
  • Access to the latest fashion trends and products
  • Flexible working hours and work-life balance
  • Comprehensive health and wellness benefits
  • Paid time off and holidays

How to Stand Out

  • Be prepared to provide specific examples of your customer service experience and skills.
  • Show your passion for the fashion industry and your knowledge of current trends.
  • Highlight your ability to work independently and as part of a team.
  • Emphasize your strong communication and interpersonal skills.
  • Be ready to discuss your experience with customer service software and technology.
  • Show your ability to adapt to a fast-paced environment and prioritize tasks effectively.
  • Prepare to discuss your long-term career goals and how this role fits into your overall career journey.

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