Customer Experience Specialist (Sales Associate) - Boston

RealReal inc.; Massachusetts; On-site; USD 37,195,200 - 45,460,800; Part time

Benefits offered by this job

Bonus 750/month

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental, Vision

Paid Parental Leave

9 Paid Holidays

18 PTO Days

Job summary

The RealReal in Massachusetts is seeking a Part-time Customer Experience Specialist to deliver exceptional service and drive sales in-store. You will engage customers with product knowledge, educate on sustainable luxury, and support consignors through drop-off, valuation, and quality checks.

The role requires 1+ year retail experience, flexibility for evenings/weekends, and a professional brand representation. You’ll help with merchandising and store readiness while upholding TRR’s standards.

Qualifications

• 1+ year retail experience in a customer-facing role.
• Ability to work flexible hours including holidays, evenings and weekends.
• Commitment to delivering elevated customer and employee experiences.
• Strong problem-solving skills to meet customer needs.
• Calm, professional demeanor and brand representation.
• Proactive feedback receptiveness and performance improvement.
• Ability to thrive in a fast-paced retail environment.

Responsibilities

• Drive revenue through suggestive selling and product knowledge.
• Perform daily outreach to drive traffic and repeat business.
• Educate customers on sustainable luxury and circular economy.
• Manage consignment drop-off, set expectations, and valuation process.
• Review and catalog luxury items meeting quality standards.
• Maintain boutique standards and assist with store readiness.

Skills

Retail experience

Customer service

Sales

Organization

Time management

Problem solving

Brand representation

Flexibility

Team player

Tools

Google Suite

Salesforce

Job description

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.

Part‑time positions must be able to commit 25‑28 hours per week.

What You Get To Do Every Day

Client Engagement & Sales

• Drive Revenue: Actively engage with customers through suggestive selling and deep product knowledge to exceed daily sales goals.
• Proactive Outreach: Perform daily outreach to drive consistent traffic and repeat business.
• Mission‑Driven Education: Serve as an expert on The RealReal’s circular economy mission, educating both buyers and consignors on the value of sustainable luxury.

The Consignment Experience

• Inbound Strategy: Manage the consignment drop‑off experience, setting clear expectations with consignors regarding our process and valuation.
• Quality Control: Meticulously review and catalog luxury items for shipment, ensuring every piece meets TRR’s rigorous standards.
• Relationship Management: Act as a brand diplomat to resolve complex consignor inquiries with a solution‑oriented mindset to ensure long‑term loyalty.

Operational Excellence

• Boutique Standards: Maintain a pristine floor environment through strategic merchandising, replenishment, and adherence to brand aesthetics.
• Store Readiness: Support seamless opening and closing procedures, ensuring the store is always client‑ready.

What You Bring To The Role

Minimum Requirements

• 1+ years retail experience in a customer or business‑facing position
• Ability to work flexible hours to meet the needs of the business which may include holidays, evenings and weekends
• Dedication to delivering an elevated experience to both customers and employees
• Ability to problem solve in order to meet the needs of customers
• A positive, friendly demeanor with the ability to represent the TRR brand with integrity and professionalism at all times
• Receptiveness to feedback to improve performance; ability to remain objective when reviewing own performance levels; does not settle for good and pushes for great performance
• You remain calm and professional in the ‘grey areas’ of retail, utilizing creative partnerships to turn challenging moments into positive client outcomes.
• Strong organizational and time management skills; ability to balance competing priorities without showing stress or frustration
• Ability to excel in a dynamic, fast paced environment

Preferred Requirements

• Previous luxury/consignment retail experience
• Proficiency with Google Suite and Salesforce
• Experience using Mac iOS operating system

Compensation, Benefits, + Perks

FULL TIME BENEFITS

• $750/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.

PART TIME BENEFITS

• $375/month bonus (at target)
• Employee Stock Purchase Plan
• 9 Paid Company Holidays
• 9 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)
• Find out more about our Benefits here.

The expected hourly rate for this role is $21.00-$25.00. 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 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 here.

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.