Customer Service & Operations Coordinator - Scottsdale

Posted Date: Oct-11-2021

Job ID: 21952

Job Function: Outdoor Education

City: Scottsdale

State: Arizona

Store: Scottsdale Adventure Center

Remote Eligible: No



Please visit the Covid-19 Hiring Updates before applying


What's cool about this job

This job contributes to REI’s success by supporting the day to day strategic coordination and execution of operational details within Local Experiences and the AZ Adventure Center rentals. The Customer Service & Operations Coordinator supports a high volume of email, phone, and in person inquiries while seamlessly coordinating the lifecycle of trip departures and rentals. The Coordinator position works closely with the bike shop and guides, to maintain the well-established exceptional quality of all tour and rental guest departures. Models and acts in accordance with REI’s guiding values and mission. 
  • Respond in a timely and appropriate manner to email and phone guest inquiries- Free independent travelers, local learn guests, corporate clients, and rental guests. 
  • Manage or influence internal tracking systems revolving around reservations, guest count, deadlines, policies, sales trends, and overall success of tours and rentals
  • Greet and process reserved bike rental and tour guests
  • Coordinate changes, additions, or problems with rental bike guests with bike shop staff
  • Maintain meticulous detail for billing and accounting for all rental and retail payments or credits
  • Maintain a thorough understanding of rental and day tour products and services
  • Assign tour guides and vehicles for upcoming tours and create paperwork for guide operations
  • Act as an operational expert, communicating program and rental information to all applicable stakeholders as needed. 
  • Understand, fully utilize, and continuously improve processes and systems as they relate to Local Experiences and learned programs. 
  • Participate in creative and innovative solutions to accommodate the every-day complexities on demand experiences and rentals. 

Bring your passion and expertise

Do you aspire to contribute to helping people experience the great outdoors? Do you thrive in the outdoors and want a career path that supports the outdoor industry? Bring your passion to REI and help fulfill our mission to educate, inspire and outfit our customers for a lifetime of outdoor adventure and stewardship. REI Day Tour Customer Service & Operations Coordinators help people experience the outdoors by providing expert guidance in trip and rental bookings and overseeing the logistics to making their reservations possible. Here are some skills we look for in our Customer Service & Operations Coordinators:
  • 4-year degree or a combination of education and highly relevant work experience preferred
  • 1 year experience in customer service and/or support role
  • Clearly conveys and accurately receives information by a variety of methods and in various situations
  • Challenges the status quo, champions change and influences others to change.
  • Driver’s license and acceptable driving record (MVD verification)
  • Clear and coherent verbal and writing ability
  • Flexibility in scheduling: must be able to work weekends and holidays
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
  • Builds rapport with all kinds of people inside and outside the organization.

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

NEW YORK CORRECTION LAW
ARTICLE 23-A, Section 753
LICENSURE AND EMPLOYMENT OF PERSONS PREVIOUSLY CONVICTED OF ONE OR MORE CRIMINAL OFFENSES

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.