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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.
Full-time positions must be able to commit 40 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.

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.