Customer Service Representative - REI Adventures

Posted Date: Mar- 8-2019

Job ID: 13737

Job Type: Full Time

Job Function: Travel & Adventure

City: Kent

State: Washington

Store: Kent Headquarters


What's cool about this job

This job contributes to REI’s success by handling customer service needs for REI Adventures’ travelers once they have signed up for a trip. Acts as a preliminary point of contact for customers on trips with the ultimate goal of developing a breakthrough customer service relationship with our customers. Ensures customer needs are met in a timely manner. Additionally, this role will support various office related responsibilities, special projects and backup coverage. Models and acts in accordance with REI’s guiding values and mission.

  • Proactively reaches out to customers to ensure they have all of their needs met; appropriately escalate customer questions and concerns to team members.
  • Answers customer questions and concerns via the Trip Specialist generic inbox.
  • Ensures all client information is entered in reservation/operating system.
  • Contacts and follows up with all travelers to collect all missing and/or incomplete trip forms, additional trip specific requirements (e.g. bike sizes, rental gear needs, air itinerary, etc.), and to resolve any outstanding issues.
  • Ensures all traveler trip payments and completed forms/documents are received within established guidelines.
  • Monitors trip-related information on our website to ensure accuracy and follows procedures necessary for updates.
  • Provide additional support to department and customers as needed or assigned (e.g. phone/live chat support, fulfillment duties, special projects, etc).

Bring your passion and expertise

  • 3+ years of experience with MS Office Suite and Web browsing/research.
  • Proven ability to work in a fast-paced, ever-changing environment - managing and meeting multiple, simultaneous deadlines by effectively setting priorities.
  • Demonstrates attention to detail, a commitment to accuracy and thoroughness.
  • 2 years of experience in the travel industry.
  • 2 years experience in customer service skills

Why you'll love it here

RealAliveConnected. These are a few words that describe life at REI. Whether it’s in our careers or in the great outdoors, we aspire to adventure in all ways! At REI we value our customers; we work hard to earn our reputation for quality and integrity every day. Our commitment remains the same as when we started out in 1938: to inspire, educate and outfit for a lifetime of outdoor adventure. Join a passionate community of people who believe in one simple truth: an outdoor life is a life well-lived. Get ready to harness your creativity, customer focus and enthusiasm for living life outdoors—we can’t wait to meet you!

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 22 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 150 retail locations (and growing), REI offers unique competitive benefits to its more than 13,000 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.