Customer Experience Lead (Keyholder) - Houston

$58,240 - $58,240/Yr

The RealReal - Houston, TX

Full-time - Entry Level

Houston, TX

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Customer Experience Lead serves as a key driver within the retail store to provide exceptional customer service, support supply generation, sales, and client services. This role is focused on achieving and exceeding sales goals while promoting sustainable luxury fashion. The individual will motivate the team, engage with customers, and ensure high-quality service and product handling.

Responsibilities

• Educate customers on The RealReal's mission of sustainable fashion and business structure.
• Drive sales through customer engagement, suggestive selling, and sharing product knowledge.
• Clearly communicate the consignment process and set proper expectations with the consignor during drop off.
• Carefully review and process all items for shipment, ensuring they are cataloged and meet TRR quality standards.
• Ensure product is handled to the highest quality standards.
• Provide a high level of service while navigating multiple customer journeys simultaneously.
• Build brand loyalty by delivering a best-in-class customer experience.
• Outreach daily to existing customers to drive traffic to the retail store.
• Support consignor relations issues.
• Assist with opening and closing procedures.
• Support store daily tasks, such as replenishing supplies and maintaining brand standards.

Requirements

• 2+ years retail experience in a customer or business-facing position.
• Ability to work flexible hours to meet the needs of the business, including holidays, evenings, and weekends.
• Dedication to delivering an elevated experience to both customers and employees.
• Ability to problem solve to meet the needs of customers.
• A positive, friendly demeanor with the ability to represent the TRR brand with integrity and professionalism.
• Receptiveness to feedback to improve performance; ability to remain objective when reviewing own performance levels.
• Comfortability with ambiguity and finding creative solutions.
• 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.

Nice-to-haves

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

Benefits

• 401(k) matching
• Commuter assistance
• Dental insurance
• Employee stock purchase plan
• Health insurance
• Paid holidays
• Paid parental leave