What's cool about this job
Imagine sharing your passion for the outdoors and helping provide guidance, knowledge and authentic experiences to our REI members. Now imagine doing this from the comfort of your own home, with the convenience of a no-hassle commute.
This job contributes to REI’s success by sharing your love of the outdoors to provide guidance, knowledge, and authentic experiences for REI customers, creating members for life. In this role, you will connect with our members and customers by phone, meeting them where they are in their outdoor journey, creating and maintaining relationships using empathy and critical thinking to understand their needs and resolve service situations. You will work collaboratively with your peers and other employees at REI using strong written and verbal communication skills. This job will require multi-tasking, navigating multiple systems and screens while working to resolve issues, make product recommendations and place orders for our customers. Models and acts in accordance with REI’s guiding values and mission.
Note to current REI Employees: For this specific job requisition, the position may not be held in conjunction with any other position at REI. If you are currently an REI employee, you may apply for this position. However, if you are selected, you will be required to resign from your current position with REI to accept an offer of employment to fill the Contact Center Representative - Virtual position.
SCHEDULE REQUIREMENTS:
Our contact center team requires our part-time teammates to have a recurring availability of at least 2-3 weekdays and 1 weekend day, 24 hrs min. Scheduled hours and days will vary based on business volumes. This position requires working during our two spring sales during peak sales times. We have required dates of work between March 12 to April 1, 2023 and May 14 to June 10, 2023 with a seasonal end date of June 24, 2023. Additionally, our team requires all teammates to attend an orientation, sales and service training. Please see below for mandatory training dates; candidates will be assigned to one class and must attend all training sessions in their assigned class.
Class MM1 am Training Dates:
Mon – Fri, Feb 13 – 17, 8:00 am PST to 3:00 pm PST
Mon – Fri, Feb 20 – 24, 8:00 am PST to 3:00 pm PST
Class MM2 pm Training Dates:
Mon – Fri, Feb 20 – 21, 10:00 am PST to 5:00 pm PST
Mon – Fri, Feb 27 – Mar 3, 10:00 am PST to 5:00 pm PST
Technical Requirements
To perform the duties associated with this position there are a few technical requirements we ask of you. These include
hardware, software, and internet connection (network) requirements. We will provide essential equipment and support;
your role is to ensure you are familiar with these requirements and have them in place before you apply.
What we will provide:
- A wired USB headset
- A 25 foot Ethernet network cable
You will provide:
Hardware
- A computer or laptop purchased within the last five years with at least 8GB of memory (No Google Chromebooks,
iPads, or Windows Tablets. Please note that Windows 10S mode is not supported. These do not support our systems)
- A Webcam - built in or external
- Open USB port for headphones (REI will provide headphones)
- A cell phone or tablet to install the Duo Mobile Application for multi-factor authentication ([1] Apple: minimum of iOS13, [2] Android: 8.0)
- An available port on your network router, where your device will connected to for the entirety of your shift
Software
- Operating system: Mac OS 11 (Big Sur) or newer or Windows 10
- Running virus software that is staying current on definitions
- Running a current up to date browser
Network
Must have a router that supports 10/100Mbps ethernet
- Must have high speed broadband internet connection with a minimum of 15Mbps download and 2Mbps upload speed from a top tier provider, Xfinity, CenturyLink, Spectrum, etc. (Google "speed test" to check).
- No satellite based service providers please.
- Your computer must be directly connected to the internet via a secured, wired access point. You cannot use wireless/WiFi, Wi-Fi extenders, mesh networks, or public connections
Please note, all job offers are contingent upon successful completion of a background check.
Bring your passion and expertise
The ideal candidate will:
- Successfully complete a virtual interview and assessment to be considered for this role
- If selected, must reside in Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Maine, Minnesota, Nevada, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin, or Washington state for the duration of the position.
- Handles customer contacts via multiple channels, including phone, chat and email contacts
- Navigates multiple systems/technologies to gather information, place orders accurately, and accurately resolve service situations in support of REI’s members and customers
- Creates a customer experience that is inclusive, supportive, and exemplary for REI members and customers
- Builds customer confidence and establishes relationships to ensure retention and maintain customer loyalty by demonstrating knowledge empathy and sound judgment.
- Promotes the sale of REI goods and services provides customer with membership and REI Co-Op Master Card
- Provides product information, recommendations and outfitting services for REI customers utilizing product knowledge, or refers customers to a specialist enabling exceptional outdoor experiences
- Demonstrates empathy when resolving difficult customer situations utilizing de-escalation skills
- Responsible for the appropriate use of discounts; balancing customer and business needs
- Uses critical thinking, creativity, and problem-solving skills to provide positive resolution
- Acts as the voice of our customers, reporting trends, issues, and feedback to support continuous improvement
- Works with teammates to collaborate on product knowledge, service and sales techniques, and/or customer escalation
Additional skills we are looking for in our team members:
- 6 months call center experience preferred
- 1-year retail and/or customer service experience preferred
- Strong familiarity with computer software and programs - which includes, but not limited to chat and email software/programs
- The ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position
- Demonstrated ability to multi-task efficiently using a computer, and ability to navigate through multiple (10+) screens
- Schedule flexibility to meet business needs including weekends & peak sales periods. During peak times we may need you to work up to 40 hours/week, but during slower periods we may only need you as few as 12 hours/week with average hours between 18-24 hours per week.
- Ability to meet or exceed attendance requirements, providing reliable and predictable attendance
- Ability to communicate effectively and accurately verbally and in writing
- Able to respond to customers over the phone, taking phone calls throughout their shift, up to 10-hours a day during peak volumes
- Ability to participate and complete mandatory training outlined in schedule above
- Has a passion for the outdoors, REI product and gear and applies knowledge in a manner that best serves REI members and customers
- Ability to meet or exceed attendance requirements, providing reliable and predictable attendance
As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.
The pay for this role is: $15.30 - $17.00 per hour .
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.
With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.
REI is an Equal Opportunity Employer
Posting Range
$15.30 - $17.00 per hour
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