SCS - Sales & Service Specialist Core

Overview

REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet.

This job contributes to REI’s success by sharing your love of the outdoors and providing guidance, knowledge, and an authentic experience to REI members and customers contacting REI via various methods of communication. Employees in this position will work collaboratively with their peers and other employees at REI using strong written and verbal communication skills. This job will require multi-tasking in talking with customers while using a computer to assist in placing an order, and/or finding information.

Responsibilities and Qualifications

How you will be successful

• Handles inbound customer contacts through channels including, but not limited to phone, email, and chat
• Creates a customer experience that is inclusive, supportive, and exemplary for REI members and customers to ensure retention and maintain customer loyalty
• Be the eyes and ears of our customers, reporting issues and feedback to support continuous improvement
• Responsible for the appropriate use of discounts; balancing customer and business needs
• Builds customer confidence and establishes relationships to ensure retention and maintain customer loyalty
• Maintains product knowledge and policy and procedural information
  
  

Your qualities

• 2+ years of previous retail and/or customer service; or equivalent experience
• Proven familiarity with computer software and programs – which includes, but not limited to chat and email software/ programs
• Demonstrated ability to multi-task by computer, and navigate through multiple screens
• Meet or exceed attendance requirements, providing reliable and predictable attendance

• Schedule flexibility to meet business needs including weekends and peak sales periods
• Ability to communicate effectively and accurately, both verbally and in writing
• Able to type 30+ words per minute on a QWERTY keyboard
• Respond to customers by phone, taking phone calls through-out their shift, up to 10 hours a day
• Flexible in one's viewpoints and positions to support the direction taken by others at REI

Considers the ultimate impact of choices and actions on internal and external customers

Availability Requirements

• Available a minimum of 24 hours per week. 32+ hours per week preferred
• Available for 5+ hours Saturday and/or Sunday
• Shift availability required for one of the two shifts below:
  • Open: 6:00am - 4:00pm PST
  • Close 10:00am – 8:00pm PST
  • Friday and Monday availability a plus
• Peak Scheduling Availability: during busiest times, we ask for increased availability

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. 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.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.

Pay Range

$18.11 - $21.76 per hour