Emergency Support Specialist

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Posted Date
03-08-2022
Job ID
23633
REI City
Seattle
REI State
Washington
REI Location
Seattle HQ
Remote Eligible
Yes
Please visit the Covid-19 Hiring Updates before applying
What's cool about this job
REI is committed to becoming a fully inclusive, antiracist, multicultural
organization. To fulfill our brand promise of enabling a life well-lived outside
for everyone, we are seeking candidates who demonstrate shared values of
diversity, equity, inclusion, and antiracism.

Bring your passion for public safety and emergency management to REI, one of Forbes 100 Best
Companies to Work For 22 years running. Join our brand-new Co-op Emergency Coordination Center
(CECC) team, the co-op’s version of a Global Security Operations Center. This team responds to all
emergencies reported to the CECC and provides support, direction and prepares documentation to assist
in response and recovery efforts. The team monitors and analyzes a variety of intelligence sources
including news and social media to identify risks, build social intelligence and mitigate risk to co-op assets,
people and operations. The CECC team provides communication and advisories to impacted business
partners. Models and acts in accordance with REI’s guiding values and mission.

• Responds to emergencies reported to the CECC by phone, email or chat and follows established procedures to determine the severity of the incident.
• Uses advanced problem-solving skills, sound judgement, tact, discretion and calm to gather information and initiate appropriate next steps and documentation.
• Interviews callers to collect information about the emergency or issue and leads the caller through initial assessment and mitigation steps
• Provides guidance to callers to ensure immediate safety and scene stabilization 
• Monitor all types of threats and risks to the co-op, its people and brand. Using intelligence gathered through news, social media and other sources, analyze and effectively communicate the potential impacts of things like civil unrest, severe weather events, natural disasters, infrastructure issues, etc. 
• Recommend proactive solutions to mitigate risks.
• Use tools like Everbridge and ServiceNow to notify or initiate appropriate next steps
• Follow co-op Emergency Coordination Center actions plans and support Business Continuity efforts by providing intelligence and documentation used for decision making and communication to the field.
• Maintain an in-depth knowledge of emergency response processes and procedures for stores, distribution centers and headquarters 
• Provide constructive input on guidelines and practices that will enhance the quality of service and support the CECC provides.
• Work location is your home but must be within 30 miles of an REI location (either store or HQ). You will travel to that REI location in the event of a power or internet outage at your home. Occasional visits to this or other REI locations may be required.
• Work location must have reliable power and high speed (>100Mbs) broadband internet. 

Bring your passion and expertise
  • Strong desire to provide exceptional service in emergent or high-stress situations
  • Strong familiarity with computer software and programs including Avaya, Everbridge, Service Channel, Teams or equivalents
  • Ability to work any shift, including weekends and serve in an on-call rotation that include holidays
  • Exceptional verbal and written skills – ability to quickly and efficiently gather and distill complex information.
  • Ability to collect and analyze information from a variety of sources to understand potential impacts to people and business operations
  • Proven ability to perform well under pressure
  • 4-5 years customer support experience
  • 1-2 years working in emergency management or related field
  • Demonstrated ability to multi-task using a computer to navigate through multiple screens
  • Strong organizational skills
  • 2-3 years in risk sensing or intelligence gathering functions
  • Ability to respond to shifting priorities in a dynamic environment
  • Ability to meet or exceed attendance requirements, providing reliable, predictable attendance.
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Actively participates and collaborates with others on one's own team and across REI for the achievement of business goals.
  • Possesses a continuous improvement mindset
  • Considers the ultimate impact of decisions and actions on internal and external customers.
  • Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
  • Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.
  • Builds rapport with all kinds of people inside and outside the organization.
  • Challenges the status quo, champions change and influences others to change.
REI hires, trains, and promotes regardless of race, religion, color, national
origin, sex, disability, age, veteran status, and other protected status as 
required by applicable law. We remain deeply committed to making the Co-op 
a place where everyone can feel safe and be themselves. Join us.

As required by applicable Pay Transparency laws, REI provides a range of minimum 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. The salary range for this position may be lower or higher in different markets.

The pay for this role is: $19.25 to $35.75 per hour  
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

Posting Range
$19.25 to $35.75 per hour
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.