Rent the Runway is transforming the way modern women get dressed and disrupting the $2.4 trillion global fashion industry by enabling women to rent, versus buy, clothing. Founded in 2009 with a vision to build the world’s first living closet, RTR believes that women everywhere will soon have a subscription to fashion. We’ve pioneered a new industry by transforming the traditional model of clothing consumption, making apparel rental an indispensable utility while also powering women to feel their best every day. RTR offers apparel, accessories and home decor from over 650 designer partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, Rent the Runway has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times. RTR has five retail stores of the future, 11 million community members and employs nearly 1,800 people, all of whom have equal benefits across the organization, 93% of whom are female and/or non-white, with 80% of leaders who are women.
About the Team:
Customer Experience lives and breathes our mission of empowering our customers to feel amazing. The Billing team works directly with customers on a wide variety of situations, all while delivering a positive experience and representing the Rent the Runway brand. From transaction processing to fraud investigation, we’re ready to help with anything. As part of the Customer Experience team, we are at the heart of the business and have a major impact on our continued success.
About the Job:
As a Billing Associate, you will be on the front lines of our business, handling inbound communication from our customers relating to billing and inventory recovery. This role requires thoughtful investigation, and has customer de-escalation at its core. You’re an advocate for our customer, settling financial balances on accounts and executing process improvement projects.
What You’ll Do:
Respond to customer inquiries on billing issues, ranging from invoice requests, late fees to subscription payment failures
Troubleshoot and resolve customer issues with the utmost care and respect by listening to problems and offering creative resolutions
Triage pending customer transactions and resolve reimbursement issues
Escalate any issues from customers and tools as needed
Support overall customer experience team goals and contribute to an empathic, positive and energetic team culture
Articulate and comfortable communicating with customers in sensitive situations
Flexible and self-motivated, while driving towards overall team goals
At least 1 year of experience in billing, collections or customer service