About The Role The Customer Experience Specialist serves as a key driver within the retail store to provide exceptional customer service, support supply (consigned product) generation, sales, & client services. As a Customer Experience Specialist, you are goal-oriented, customer obsessed and driven to achieve and exceed sales goals, with a passion for sustainable luxury fashion. You’re a self-motivated individual who thrives in a fast-paced, metrics-driven, team environment.What You Get To Do Every DayEducate customers on The RealReal’s mission of sustainable fashion and business structureDrive sales through customer engagement, suggestive selling, and sharing product knowledgeClearly communicate our consignment process and set proper expectations with the consignor during drop offCarefully review and process all items for shipment, ensuring they are cataloged and up to TRR quality standardsEnsure product is handled to the highest quality standardsProvide a high level of service while navigating multiple customer journeys simultaneouslyEducate customers on The RealReal mission and business structureBuild brand loyalty by delivering a best in class customer experienceOutreach daily to existing customers to drive traffic to retail storeSupport consignor relations issuesAssist with opening and closing proceduresSupport store daily tasks, such as replenishing supplies, replenishing merchandise and maintaining brand standardsOther duties as assignedWhat You Bring To The RoleMinimum Requirements:1+ years retail experience in a customer or business-facing positionAbility to work flexible hours to meet the needs of the business which may include holidays, evenings and weekendsDedication to delivering an elevated experience to both customers and employeesAbility to problem solve in order to meet the needs of customersA positive, friendly demeanor with the ability to represent the TRR brand with integrity and professionalism at all timesReceptiveness to feedback to improve performance; ability to remain objective when reviewing own performance levels; does not settle for good and pushes for great performanceComfortability with ambiguity and finding creative solutions by taking appropriate partnerships to achieve desired outcomeStrong organizational and time management skills; ability to balance competing priorities without showing stress or frustrationAbility to excel in a dynamic, fast paced environmentPreferred Requirements:Previous luxury/consignment retail experienceProficiency with Google Suite and SalesforceExperience using Mac iOS operating systemCompensation, Benefits, + PerksEmployee Stock Purchase Plan401K with Company MatchMedical, Dental, Vision & Commuter Benefits (applicable locations)Paid parental leave18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work) & 10 Paid HolidaysThe expected hourly rate for this role is $19.8-$22.06. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program .Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
