About the Company

Founded in 2014 by brothers Nate & Ben Checketts, Rhone is a premium men's wellness brand that creates best in class performance-driven apparel that is engineered for an active lifestyle. Rhone is dedicated to using their platform and products to address and discuss the complex issues that modern men face. From raising awareness around the mental health crisis, to building mutually supportive communities, to providing men with practical tools and resources to navigate relationships, Rhone seeks to support men while providing them with versatile clothing for every aspect of their daily routine. Currently, Rhone has more than ten retail stores across the U.S., all of which are used for building community through various initiatives such as the brand's signature Mind & Muscle events. Rhone is also sold in all Equinox locations, and available nationwide at Nordstrom, Bloomingdale’s, Dillard’s, SCHEELS, select CorePower Yoga locations, and more than 350 gyms and specialty stores across the country. Rhone is also a proud partner of Stitch Fix. 

About the Role

At Rhone, the customer is at the heart of everything we do. The Customer Experience (CX) Team advocates for, and is the voice of, our customers. We are seeking a Customer Experience Associate to represent the Rhone brand by providing best-in-class support throughout the customer purchase journey and beyond.

As a Customer Experience Associate, you will be on the front lines with the customers—you are a key brand touch point for the customer. You will ensure an exceptional customer experience for our community and represent the customer’s voice across the organization, consistently delivering personalized and satisfying interactions that further their trust in Rhone.

What you’ll do

  • Act as the voice of the Rhone brand on the front lines with customers

  • Provide exceptional and personalized customer experience across all communication channels (email, live chat, sms, phone) 

  • Provide a solution oriented approach that is consistent with policies and service expectations while meeting or exceeding key metrics and measures

  • Be an expert on our products, assisting customers in finding the right style, size, and fit in our products 

  • Monitor customer reviews and questions; reply to customer reviews where necessary

  • Master Rhone’s internal systems and processes in order to provide seamless and prompt interaction, while operating with a high degree of empathy and attention to detail

  • Resolve orders needing attention (out-of stock, unsatisfactory returns, etc) in a timely manner within SLAs

  • Coordinate with CX management to identify and surface customer trends, pain points and feedback to all areas of the business to continuously improve and evolve the customer experience

  • Work cross-functionally with Rhone Retails stores offering support for in-store customer inquiries; communicate directly with Rhone Retail stores to support in-store fulfillment of online orders 

  • Other duties as assigned and deemed necessary for the performance of exceptional customer service

What you’ll bring:

  • 1+ years of relevant work experience in a customer facing environment within retail, eCommerce, and/or DTC settings 

  • Ability to utilize technology effectively and engage with customers and your team to meet goals (previous experience using Shopify and Gladly platforms a plus!)

  • Strong communication, both verbally and written, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

  • Ability to adapt to changes in priorities and work well under pressure

  • The willingness to learn, be open to feedback and take action as required never being satisfied with the status quo

  • Ability to learn procedural knowledge acquired through on-the-job training

  • Ability to handle customer interactions and potential issues/concerns courteously and professionally

  • Ability and desire to work in a tight-knit team environment maintaining a positive team spirit

  • Strong organizational, time management and multitasking skills

Job Requirements:

  • Willing to work a flexible schedule including evenings, weekends, and holidays

  • Available to work a minimum of 5 4-hours shifts per week between the hours of  9am-6pm MST, Monday through Sunday

  • Must adhere to scheduled shifts with punctuality

  • Personal computer and reliable internet access

  • Must be legally authorized to work in the United States

  • Must be 18 years of age or older

  • Residence in Arizona, California, Colorado, Connecticut, Florida, Illinois, Massachusetts, Michigan, New Jersey, New York, Pennsylvania, Tennessee, Utah, Texas, or Virginia 

What you’ll get:

  • 401K Incentive Savings Plan

  • Paid Sick Time Off

  • 10 Company Holidays annually

  • Home internet expense reimbursement

  • Generous employee discount with semi-annual gift card allotments

  • Advancement Opportunities

Job Type: Part Time

Reports to: Manager, CX

Location: Remote in U.S.

Rhone Apparel, Inc is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. 

This position has been filled.