Virtual Call Center Representative- Seasonal TX

REI (Recreational Equipment Inc)

Virtual Texas

0 year(s)

Job Description
Virtual Call Center Representative- Seasonal TX



Posted Date: Aug-19-2021

Job ID: 21265

Job Function: Call Center

City: Virtual

State: Texas

Store: SCS Virtual TX

Remote Eligible: No

Please visit the Covid-19 Hiring Updates before applying

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 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.

Internal Applicants Only: 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.


Our contact center team requires our part-time teammates to have a recurring availability of at least 2-3 weekdays and 1 weekend day. Scheduled hours and days will vary based on business volumes. 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 GUGO1 Training Dates:

Tuesday October 12 – 15, 8:00 am – 3:00 pm PST Virtual Training

Monday October 18 - 22, 8:00 am – 3:00 pm PST Virtual Training

Class GUGO2 Training Dates:

Tuesday October 12 – 15, 10:00 am – 5:00 pm PST Virtual Training

Monday October 18 - 22, 10:00 am – 5:00 pm PST Virtual Training

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 Hardware • Must have a cell phone or tablet to install the Duo Mobile Application for multi-factor authentication • Must have a modem or combo modem/router • A computer or laptop purchased within the last five years with at least 8GB of memory (No Google Chromebooks,I-Pads or Tablets)• Open USB port for headphones (REI will provide headphones) Software • Operating system: Mac 10.11 or newer or Windows 8.1 or 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 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 currently reside in Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Minnesota, Nevada, New Mexico, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin, or Washington state.
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

At REI we offer a