Virtual Customer Service Rep Seasonal- AZ [United States]

 

What's cool about this job

Bring your passion for the outdoors to work at REI in this Seasonal position! We are looking for problem solvers with a passion for providing exceptional service. Join our call center team as a customer service representative and help us assist our customers and members. In this remote position, you will enjoy the convenience of working from home without the hassle of a daily commute. We are seeking inspired team members who thrive in a fast-paced environment. You enjoy interacting with customers and are adept at conducting online research to find positive solutions. You will use de-escalation techniques, creativity, and effective problem-solving. As an REI customer service representative, you will serve as the eyes and ears of our customers and members.

How you will be successful:

• Building relationships, inside and outside the organization.
• Enjoy communicating effectively and accurately, both verbally and in writing.
• Assist customers taking inbound phone calls during your shift, up to 9 hours a day.
• Apply your passion for the outdoors, REI products, and gear to serve our customers effectively.
• Provide guidance, knowledge and authentic experiences.

Schedule Requirements

To be part of our Contact Center team, you should be available at least 2-3 weekdays and 1 weekend day. You will be available a minimum of 24 hours per week. Your scheduled hours and days will vary based on business volumes. The seasonal end date is in January 6, 2024.

Class 1 Training Dates:

10/9 - 10/13: Training Week #1, 8am - 3pm PST

10/16 - 10/20: Training Week #2, 8am - 3pm PST

Class 2 Training Dates:

10/23 - 10/27: Training Week #1, 10am - 5pm

10/30 - 11/3: Training Week #2, 5pm - 5pm

Bring your passion and expertise

Bring your best, authentic self

We strive for harmony in work and life. We are creating a culture that inspires and enables everyone to bring their whole self and their highest ambitions to work every day. We believe the outdoors is for all!

Additional qualifications:

• Previous experience in retail and/or customer service call center preferred.
• Demonstrate critical thinking by efficiently using a computer and navigating through various screens.
• Available to attend a two week sales and service training class.
• Reside in one of the following states: 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.
• Must reside within 100 miles of an REI Retail location for the duration of the position.
• Ability to work a flexible work schedule with reliable and predictable attendance.
• Minimum age requirement of 18 years.

Technical Requirements

As a seasonal employee, you will be working on your own computer or laptop for this position. To perform the duties associated with this position, there are technical requirements we ask of you. These include hardware, software, and internet connection (network) requirements. Your role is to ensure you are familiar with these requirements and have them in place before you apply.

Hardware

• A computer or laptop purchased within the last five years with at least 8GB of memory.
• No Google Chromebooks, iPads, Windows Tablets or Windows 10S mode. They do not support our systems.
• Open USB port for headphones. REI will provide headphones.
• A cell phone or tablet to install Duo Mobile Application for multi-factor authentication. Apple: min of iOS14 or later, Android: 10.0 and up.
• Available port on your network router, where your device will connected to for the entirety of your shift.
• Webcam - Required for all training classes.

Software

• Operating system: Mac OS 11 (Big Sur) or newer Windows 10 Version 22H2 or 21H2, Windows 11 Version 21H2 or newer. Windows 10S Mode is not supported.
• Running virus software that is staying current on definitions.
• Running a current up to date browser (Examples: Edge, Safari, Firefox, Chrome, Brave, Vivaldi, ETC).

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 note, all job offers are contingent upon successful completion of a background check.

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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