Member Services Agent

Title of role: Member Services Agent
Location:  Remote
Approved Salary Range: $17hr

About the Role:

This is not your average call center job; this is a place for you to own the Member experience. 

At Rue Gilt Groupe, our Member Services Agents are empowered advocates. We don't believe in rigid scripts; we believe in authentic conversations. You will operate in a fast-paced, high-volume environment where you have the agency to make real-time decisions to help our Members. Our Agents are experts at building relationships and finding creative, personalized ways to support our Members as they place orders, manage returns, and resolve complex issues. 

Key Responsibilities:

• Member Advocacy: Interact with current or prospective Members via voice and email with professionalism, positivity, and personality. 
• Creative Problem Solving: Use your agency to resolve inquiries regarding returns, tracking, and order modifications without a script to lean on. 
• Skill Expansion: Once you master the foundational skills, you’ll have the opportunity to handle more complex situations and move into alternate channels like messaging or social media. 
• Must be willing to work any shift Monday through Sunday 9am-9pm EST.

Experience and Background Needed:

• You are driven by the "human" element of service—you have a genuine passion for helping people and turning a frustration into a "wow" moment. 
• You thrive in high-energy, high-volume environments and enjoy the challenge of a busy day.
• You want to work somewhere where your judgment is trusted, and your suggestions help improve the way we work.
• You love finding a good deal, are passionate about fashion, and want to collaborate with a kind, remote-first team.
•  The "Unscripted" Mindset: Ability to think critically and solve problems on the fly without relying on a rigid manual.
• High-Volume stamina and resilience: You bring positive, consistent energy even during our busiest peak shopping seasons.
•  Decision-Making Confidence: You are comfortable taking ownership of an issue and using your judgment to provide a resolution.
•  Superior Communication: Excellent listening, verbal, and written skills; you can pivot your tone to meet the Member's needs.
• HIgh School Diploma or equivalent
• 1-3 years of experience in a Contact Center environment (e-commerce or luxury retail is a major plus) within the last 5 years
• .Proficient in relevant computer applications and able to navigate multiple systems simultaneously

The above statements are intended to describe the general nature and level of work being performed by employee(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employee(s) assigned to this job. Rue Gilt Groupe reserves the right at any time, with or without notice, to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities within your general skill set or capabilities. Rue Gilt Groupe is proud to be an Equal Opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

What We Offer:

Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance. Therefore, final offer amounts may vary from the amount stated.

We Encourage You to Apply:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

Work Authorization
Rue Gilt Groupe requires all applicants to be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future. Rue Gilt Groupe is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status.