Customer Experience Associate - SoHo

Brobston Group; New York (NY); On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

$500/month bonus

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental, Vision Benefits

Paid Parental Leave

18 Paid Time Off (PTO) Days

Job summary

The RealReal is seeking a Customer Experience Associate to be the first point of contact for clients. You will provide education on our services and ensure a warm, personalized experience.

Your responsibilities include greeting clients, assisting with inquiries, and maintaining brand standards. The ideal candidate possesses strong customer service skills, a passion for luxury items, and the ability to handle various situations while remaining professional.

Qualifications

• 1-2+ years of work experience, luxury preferred.
• Strong people orientation paired with entrepreneurial spirit.
• Ability to master multiple technical devices and systems.
• Professional appearance, communication and demeanor.

Responsibilities

• Provide outstanding experience by greeting and directing clients.
• Support client services like returns and consignment drop-offs.
• Assist customers in shopping by making recommendations.
• Demonstrate calmness in time-sensitive situations.
• Handle luxury items with care and attention.

Skills

Customer service

Attention to detail

Active listening

Luxury brand knowledge

Team player

Problem solving

Communication skills

Job description

About The Role

As a Customer Experience Associate you will be the first point of contact for our clients. You will provide client education on our company mission and services, and provide an exceptional client experience by determining our clients’ needs and assisting them to find the products and services that meet them. As a Customer Experience Associate, you will be the ambassador of the brand and work with cross functional teams in your store to deliver a warm and personalized experience.

What You Get To Do Every Day

• Provide a consistent, outstanding experience by greeting all clients and directing them to the right area for swift resolution of their needs
• Support client services such as in-store returns and consignment drop offs
• Assist customers while shopping by listening, connecting, and making recommendations
• Demonstrate active listening skills to accurately identify and solve customer/consignor relations issues
• Support operational functions as needed, such as customer transfers
• Demonstrate a can-do attitude with the ability to handle multiple, time-sensitive situations while remaining calm and collected
• Responsible, reliable and a team player to work alongside many cross functional teams
• Provides elevated care and concern when handling all luxury items in-store, jewelry, watches, home and art pieces, as well as consignor pieces)
• Strong attention to detail in all aspects of brand standards including personal appearance, communication in written and verbal forms
• Maintains objectivity when dealing with client issues to determine the best solution
• Asks questions and seeks to understand vs. making assumptions; open to feedback and applies it quickly to fail fast and remain future focused in adverse situations
• Self-aware and able to ask for help when needed to avoid delays with workload management and to proactively manage and prevent levels of personal stress from rising

What You Bring To The Role

Minimum Requirements:

• 1-2+ years of work experience, luxury preferred
• A strong people orientation paired with entrepreneurial spirit
• Self-motivated and competitive
• Ability to master multiple technical devices and systems
• Ability to communicate clearly, listen thoroughly and respond quickly with accuracy
• Possesses a strong attention to detail and excellent follow up skills
• A desire to work with people, and a strong understanding of excellence in customer service
• Professional appearance, communication and demeanor
• Basic understanding of luxury brands and artists
• Commitment and curiosity towards retail- fashion, fine jewelry and watches, and fine art and home

Physical demands/environmental conditions

• Ability to lift and move merchandise up to 25 lbs
• Flexible schedule that requires working variable shifts including evenings, weekends and holidays required

Compensation, Benefits, + Perks

FULL TIME BENEFITS

• $500/month bonus (at target)
• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental, Vision & Commuter Benefits (applicable locations)
• Paid Parental Leave
• 9 Paid Company Holidays
• 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)
• Find out more about our Benefits here. (http://careers.therealreal.com/us/en/benefits)

PART TIME BENEFITS

• $250/month bonus (at target)
• Employee Stock Purchase Plan
• 9 Paid Company Holidays
• 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)
• Find out more about our Benefits here. (http://careers.therealreal.com/us/en/benefits)

The expected hourly rate for this role is $23.00-$23.00. 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 40 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 here (https://www.therealreal.com/trr/diversity).

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.