Customer Service Agent

About rag & bone 

From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream.  

We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process and collaboration for a more equitable future.  
 

Job Summary: 

The role of the Customer Service Agent is to deliver a best-in-class customer experience for the rag & bone community.  You will be the first point of contact for all the rag & bone ecommerce customers as well as assist with queries from the retail community.  It is essential that you act as a brand ambassador to ensure outstanding service, shopping experience, and product expertise. This role is remote, with occasional on-site visits to our NYC office, working Monday-Friday 9am-6pm.
 

Responsibilities: 

• Support a best-in-class level of customer service through extensive product knowledge 

• Ensure that an excellent customer experience is given to every customer 

• Be the first point of contact for any customer issues and complaints in an omni-channel setting, ensuring a resolution takes place in a timely manner through email, chat, phone, and social media communications 

• Assist customers on all inquiries which will involve product inquiries, returns, delivery, payments, placing orders, sourcing product, etc. 

• Meet KPI’s which will include sales, quality, productivity targets, contact resolution, CSAT scores, and overall departmental goals 

• Work with internal colleagues to improve service, knowledge, and solve a customer’s query in a timely, efficient manner 

• Understand and exemplify the rag & bone brand philosophy and lifestyle 

• Maintain a knowledge and understanding of all Policy and Procedure 

Requirements:  

• 1-2 years of multi-channel customer service experience, preferably in a DTC model 

• Strong written and verbal communication skills 

• Sales Driven with clientele experience 

• Exudes a proactive, customer first, approach 

• Capability to multi-task and operate multiple platforms simultaneously 

• Strong organization and follow-up skills are essential 

• Able to adapt to a rapidly shifting environment and a "can-do" attitude to solve any issues customers 

• Ability to work a flexible schedule based on business needs which includes, evenings, weekends, and holidays 

Rules we live by | Rules you live by  

Be a Good Human | Be original, be authentic. Stand for diversity, equitability & inclusivity 

Have No Fear | Innovate and solve problems 

Own Every Decision | Work together and get results  

Quality Matters | Not only with product, but we see it in our people  

Make Shit Happen | Be disciplined, be competitive 
 

Benefits  

• Paid Time Off 

• Clothing Allowance  

• Generous Employee Discount  

• Paid Parental Leave 

• Membership to Calm and access to other wellness benefits 

• Medical, dental, vision and ancillary benefits  

• 401k 

Salary: The target hourly rate for this role is between $21.50 and $23.00 based on candidates' experience and expectations. 
 

rag & bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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 30 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.