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Company Name : REI
Location : Arizona
Position : Virtual Contact Center Representative – AZ
Job Description : IImagine 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.
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. 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 May 20th to June 11th, 2022. 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 SPRING7 am Training Dates:
Monday April 25: 2 hr Tech set up session
Tuesday April 26 – 29, 8:00 am – 3:00 pm PST Virtual Training
Monday May 2 – 6, 8:00 am – 3:00 pm PST Virtual Training
Class SPRING8 Training Dates:
Monday April 25: 2 hr Tech set up session
Tuesday April 26 – 29, 12:00 pm – 7:00 pm PST Virtual Training
Monday May 2 – 6, 12:00 pm – 7:00 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 headsetA 25 foot Ethernet network cable
Hardware
Must have a cell phone or tablet to install the Duo Mobile Application for multi-factor authenticationMust have a modem or combo modem/router which your computer or laptop must be wired directly to via ethernet cable at all times when workingA computer or laptop purchased within the last five years with at least 8GB of memory (No Google Chromebooks,I-Pads or Tablets. They do not support our systems)
Open USB port for headphones (REI will provide headphones)
Software
Operating system: Mac 10.15 (Catalina) or newer or Windows 10Running virus software that is staying current on definitionsRunning a current up to date browser
Network
Must have a router that supports 10/100Mbps ethernetMust 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 roleIf selected, must currently reside in Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Maine, 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 contactsNavigates 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 customersBuilds 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 CardProvides 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 skillsResponsible for the appropriate use of discounts; balancing customer and business needsUses 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 improvementWorks 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 preferred1-year retail and/or customer service experience preferredStrong familiarity with computer software and programs – which includes, but not limited to chat and email software/ programsThe ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this positionDemonstrated ability to multi-task efficiently using a computer, and ability to navigate through multiple (10+) screensSchedule 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 attendanceAbility to communicate effectively and accurately verbally and in writingAble to respond to customers over the phone, taking phone calls throughout their shift, up to 10-hours a day during peak volumesAbility to participate and complete mandatory training outlined in schedule aboveHas a passion for the outdoors, REI product and gear and applies knowledge in a manner that best serves REI members and customersAbility to meet or exceed attendance requirements, providing reliable and predictable attendance
This post is listed Under Arizona jobs
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