Emergency Support Specialist - Careers

Posted Date

07-28-2023

Job ID

28120

Job Function

Asset Protection

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.

• 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, anticipate and 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. 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.

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 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 pay for this role is: $24.38 - $36.59 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

$24.38 - $36.59 per hour