Customer Experience Specialist (Sales Associate) - Boston

The RealReal; Massachusetts; On-site; USD 28,929 - 34,440; Full time

Benefits offered by this job

Monthly bonus (Full Time)

Monthly bonus (Part Time)

Employee Stock Purchase Plan

401K with company match

Medical, dental, vision & commuter

Parental leave

Holidays

PTO days

Job summary

The RealReal is seeking a Customer Experience Specialist in Massachusetts to deliver exceptional service while driving consignment revenue and supporting sales goals. This role blends client engagement with stewardship of luxury items in a fast-paced setting.

Requirements include 1+ year retail experience, flexibility for holidays and weekends, and a commitment to sustainable luxury education. Both part-time and full-time options are available with bonus programs and benefits.

Qualifications

• 1+ year retail experience in customer-facing role.
• Ability to work flexible hours including holidays, evenings, and weekends.
• Demonstrated commitment to delivering an elevated customer experience.
• Experience using Google Suite and Salesforce is a plus.

Responsibilities

• Drive revenue through suggestive selling and strong product knowledge.
• Perform daily outreach to drive traffic and repeat business.
• Educate buyers and consignors on the value of sustainable luxury.
• Manage consignment drop-off, set expectations, and aid valuation.
• Review and catalog luxury items to meet high standards.
• Maintain pristine boutique standards and assist opening/closing.

Skills

Retail experience

Customer service

Sales

Communication

Tools

Google Suite

Salesforce

Mac iOS

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, and client services. As a goal‑oriented, customer‑obsessed professional, you are driven to achieve and exceed sales goals with a passion for sustainable luxury fashion. You thrive 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 by actively engaging 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, including holidays, evenings, and weekends.
• Dedication to delivering an elevated experience to both customers and employees.
• Ability to problem‑solve to meet customer needs.
• 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; objective review of own performance; a drive to push for great performance.
• Remain calm and professional in challenging retail situations, using creative partnerships to turn grey‑area moments into positive client outcomes.
• Strong organizational and time‑management skills; ability to balance competing priorities without 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 accrues on first day of work)

Part Time Benefits

• $375/month bonus (at target)
• Employee Stock Purchase Plan
• 9 paid company holidays
• 9 paid time off (PTO) days (PTO accrues on first day of work)

The expected hourly rate for this role is $21.00‑$25.00. Starting pay is determined by location, skill set, experience, market demand, and internal parity. Salary is one component of TRR’s total rewards package; employees may also be eligible for bonus programs, 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 luxury items. Thousands of in‑house gemologists, horologists, and brand authenticators inspect items daily. As a sustainable company, we give new life to pieces across numerous categories—women’s and men’s fashion, fine jewelry and watches, art, and home—supporting the circular economy. We make selling effortless with free virtual appointments, in‑home pickup, drop‑off, and direct shipping and handle all consignor work, including authentication, AI‑based pricing, photography, listing, and shipping.

The RealReal is committed to providing 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 consider qualified applicants for a position regardless of arrest or conviction records. At TRR, people come first. Diversity and inclusion are vital to our priorities as an equal‑opportunity employer.

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 for this job include close vision. The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.