Oversee customer service, client relations, and merchandising inquiries
Prioritize and answer inquiries in a timely fashion meeting all SLAs
Assign inquiries to the proper point of contact
Manage and organize Zendesk inbox
Track corrections and opportunities found from inquiries
Maintain exception queues an ensure all SLAs are met
Collaborate with internal departments to resolve exception and operational issues that impact department production
Manage exceptions documents to ensure they are up to date
Report out daily on SLAs and individual photographers quality performance to leadership
Organize / scan in & out queues
May be required to assist picking product to ensure SLAs are maintained
What You Bring To The RoleMInimum Requirements:
Proficiency with Google Sheets and Microsoft Excel
Ability to work well independently
Strong written and verbal communication skills
Strong attention to detail
Great time management skills
Ability to prioritize daily tasks
Self-motivated and proactive
Ability to troubleshoot and problem solve
Preferred Requirements:
Understanding of TRR operation pipeline
Experience working in Zendesk
Compensation, Benefits, + PerksEmployee Stock Purchase Plan (purchase stock at discounted rates)
401K (with company matching up to $1000)
Medical, Dental & Vision Insurance
Paid parental leave
18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work) & 10 Paid Holidays
The expected hourly rate for this role is 18-19. 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.