CX Ops Coordinator at Rent the Runway

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About the Team:

Customer Experience lives and breathes our mission of empowering our customers to feel amazing.  We've been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice to troubleshooting orders to offering a confidence boost when needed, we're ready to help with anything. Customer Experience is truly the heart of our business and have a major impact on our continued success. You will be working with a great team with supportive team leaders.

About the Job:

As a CX Operations Coordinator, you will be supporting our business by providing resolutions to escalated customer issues. This role requires detail oriented focus to improve the overall customer experience by supporting our CX Team and our partners. You will identify problems, create solutions, and efficiently communicate interdepartmentally as the expert in our CX systems.


What You'll Do:

  • Resolve escalated Cx issues, including (but not limited to): 
    • Tech Issues 
    • Claims Issues
    • Billing issues 
  • Execute customer-facing workflows, including (but not limited to): 
    • Late fee charging
    • Inventory recovery efforts 
  • Assist CX team with in-the-moment issue resolutions relating to escalated issues requiring investigation 
  • Contribute to Cx Ops voice of the customer analysis, surfacing relevant customer feedback as appropriate
  • Serve as fierce advocate for the RTR customer, proactively identifying opportunities to improve the customer experience

Who You Are:

  • You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.
  • You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.
  • You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.
  • You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction.
  • You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values.

What you need:

  • At least 6 months of customer service experience at RTR or 3+ years of experience at in customer service, billing or collections 
  • Previous experience working with JIRA, Kustomer or similar system 
  • Proficient with google suite 
  • Strong critical thinking skills and the ability to identify problems and offer solutions
  • Ability to effectively multi-task 
  • Leadership potential -- you are excited about growing as a leader on RTRs CX team 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • MySQLLanguages
    • Node.jsLanguages
    • LinuxLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • PlayFrameworks
    • DropWizardFrameworks
    • Sinatra RubyFrameworks
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • Microsoft DynamicsCRM
    • SailThruEmail

Location

345 Hudson Street , New York , NY 10014

What are Rent the Runway Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks
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