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.

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 Seasonal 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 seasonal customer service representative, you will serve as the eyes and ears of our customers and members.

Responsibilities and Qualifications

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, this may be 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.

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.

• Ability to work a flexible work schedule with reliable and predictable attendance.

• Minimum age requirement of 18 years.

• Must reside within 100 miles of an REI Retail location for the duration of the position.

Schedule Requirements

To be part of our Contact Center team, you should be available at least 2-3 weekdays and both weekend days. 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 December 28, 2024.

Mandatory training classes:

Training 1 AM:

October 21 - October 25, 8:00 am - 3:00 pm PST

October 28 - November 1, 8:00 am - 3:00 pm PST

OR

Training 2 PM:

October 28 - November 1, 12:00 pm - 7:00 pm PST

November 4 - November 8, 12:00 pm - 7:00 pm PST

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, 16GB preferred.

• No Google Chromebooks, iPads, Windows Tablets or computers using Windows 10S mode operating systems. They do not support our systems.

• Open USB port for headphones. REI will provide headphones.

• An additional Open USB A or USB C port for Yubikey. REI will provide the Yubikey. If your computer does not have enough open UPB ports, you may need to acquire a USB hub or dock.

• Available port on your network router, where your device will connect to for the entirety of your shift.

• Webcam - Required for all training classes.

Software

• Operating system: MacOS 12 (Monterey) or newer or Windows 10. Version 22H2, Windows 11H2 or newer.

• 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, Quantum Fiber, Google Fiber, Lumen, Spectrum, etc. (Google "speed test" to check).

• No satellite-based service providers please. Example: HughesNet

• Your computer must be directly connected to the internet via a secured, wired access point. You cannot use wireless/Wi-Fi, Wi-Fi extenders, mesh networks, or public connections.

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

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization (https://www.rei.com/newsroom/article/rei-antiracist-multicultural-fully-inclusive-commitment) . 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 (https://foryourbenefit-rei.com/) for a detailed overview of benefits plans by employee profile.

Pay Range

$15.30 - $17.00 per hour