Consignment Concierge

About the role

The Consignment Concierge will be the face of client relations for The RealReal. In this role, you will deliver a personalized and brand-focused experience while meeting customer expectations daily. The Consignment Concierge exudes an energetic and patient personality while focusing on the overall customer experience, first contact problem resolution, and daily productivity goals. To be successful, you must have experience working in a luxury or client-centric environment or a strong history in customer service with a diverse and elevated clientele. You will be motivated to continuously improve personal and company performance, work well in a team setting, possess elevated interpersonal skills, and have the curiosity to discover and delight our clients.

Responsibilities

• Provide excellent, personalized, and detailed customer service
• Provide timely and accurate resolutions to client inquiries and ensure exceptional service levels are met
• Maintain high ethical standards, professionalism, and confidentiality
• Multitask and prioritize as necessary to meet customer needs
• Represent the company with integrity and dedication
• Display a positive attitude and work with integrity when dealing with customers, consignors, and co-workers
• Serve as primary contact for consignor escalations and support manager in responding to client escalations/inquiries
• Troubleshoot and resolve operational/service issues and concerns with urgency
• Innovative, goal-oriented, and resourceful
• Ability to manage effectively through ambiguity and complex situations
• Work independently and make timely decisions with urgency
• Ensure quality standards meet and exceed expectations

Requirements

• Minimum of 2 years previous experience working directly with very high profile, sophisticated guests
• Concierge mindset
• High touch resolution oriented
• Effective, knowledgeable communication skills must be at a high level
• Strong client service, relationship management and interpersonal skills required
• Must take initiative and be self-directed
• Onsite for minimum of first 90 days
• Possibility for hybrid work provided performance is maintained

Preferred requirements

• Working knowledge of Google Suite or Microsoft Suite
• Experience in a fast-paced high-volume call center environment

Benefits

• Employee Stock Purchase Plan
• 401K with Company Match
• Medical, Dental & Vision Insurance
• Paid parental leave
• 9 Paid Company Holidays
• 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)

Pay

The expected hourly rate for this role is $20.20–$25.99. Starting pay is determined by considering a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Salary is one component of TRR’s total rewards package; employees may also be eligible for a bonus program, incentive pay, and benefits.