Virtual Call Center Representative, Seasonal (Arizona)

Posted Date: Jul-13-2020

Job ID: 17929

Job Function: Call Center

City: Goodyear

State: Arizona

Store: SCS Virtual AZ

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

Imagine sharing your passion for the outdoors and helping provide guidance, knowledge and authentic experiences to our REI members. Now imagine doing this from the comfort of your own home, with the convenience of a no-hassle commute. Join our Contact Center team as a Contact Center Representative and help our co-op create and maintain relationships with like-minded customers! We are looking for eager multi-taskers who love working with customers, and are comfortable conducting research online, to resolve problems.  REI Contact Center Representatives are the eyes and ears of our customers and members and will field inbound customer calls and handle basic service calls.  Individuals in this position will work collaboratively with their peers and teammates at REI using strong written and verbal communication skills. 
Current REI Employees: For this specific job requisition, the position may not be held in conjunction with any other position at REI.  If you are currently an REI employee, you may apply for this position.  However, if you are selected, you will be required to resign from your current position with REI to accept an offer of employment to fill the Contact Center Representative - Virtual position. 
Our Contact Center team requires our part-time teammates to have a minimum recurring availability of at least 2-3 weekdays and 1 weekend day. Scheduled hours and days will vary based on business volumes.  Additionally, our team requires all teammates to attend an Orientation, Sales, and Service training. Please see below for mandatory training dates; candidates will be assigned to one class and must attend all training sessions in their assigned class. 
Class: LDE1

8/12 8:00am-10:00am PST – Tech Setup 

8/12 10:00am-3:30pm PST - Orientation

8/13-8/14, 8/17-8/21, 8/24 8:00am-3:00pm PST - Training

Class: LDE2

8/12 12:00pm-2:00pm PST – Tech Setup

8/12 2:00pm-7:30pm PST - Orientation

8/13-8/14, 8/17-8/21, 8/24 12:00pm-7:00pm PST - Training

Class: LDE3

8/17 8:00am-10:00am PST – Tech Setup

8/17 10:00am-3:30pm PST - Orientation

8/18-8/21, 8/24-8/27 8:00am-3:00pm PST - Training

Class: LDE4

8/17 12:00pm-2:00pm PST – Tech Setup

8/17 2:00pm-7:30pm PST - Orientation

8/18-8/21, 8/24-8/27 12:00pm-7:00pm PST - Training

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

Bring your passion and expertise

The ideal candidate will:
  • Successfully complete a virtual interview and assessment to be considered for this role
  • If selected, must currently reside in Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Minnesota, Nevada, New Mexico, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin AND be within 50 miles of an REI store (applicants not in the surrounding area will not be considered).
  • Provide an authentic REI experience when interacting with each customer via phone communication
  • Bring a positive mindset and an eagerness to assist customers regardless of the situation
  • Demonstrate a passion for problem solving and cross-team collaboration to apply service and sales skills to enhance the customer relationship
  • Effectively manage ambiguity by actively listening and demonstrating empathy when resolving difficult customer situations
  • Be empowered to use available resources and does not shy away from challenging customer interactions
  • Utilize de-escalation skills, critical thinking, creativity and problem-solving skills to provide a positive resolution for the customer
  • Be eager and willing to learn new skills and welcomes constructive feedback

Additional skills we are looking for in our Service team members:
  • 6 months call center experience preferred
  • 1-year retail and/or customer service experience preferred
  • Strong familiarity with computer software and programs - which includes, but not limited to chat and email software/ programs
  • The ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position
  • Demonstrated ability to multi-task efficiently using a computer, and ability to navigate through multiple (10+) screens
  • Schedule flexibility to meet business needs including weekends & peak sales periods.  During peak times we may need you to work up to 40 hours/week, but during slower periods we may only need you as few as 20 hours/week
  • Ability to meet or exceed attendance requirements, providing reliable and predictable attendance
  • Ability to communicate effectively and accurately verbally and in writing
  • Able to respond to customers over the phone, taking phone calls through-out their shift, up to 10-hours a day during peak volumes
  • Ability to participate and complete mandatory training outlined in schedule above
  • Has a passion for the outdoors, REI product and gear and applies knowledge in a manner that best serves REI members and customers

Technical Requirements

To perform the duties associated with this position there are a few technical requirements we ask of you. These include hardware, software, and internet connection (network) requirements. We will provide essential equipment and support; your role is to ensure you are familiar with these requirements and have them in place before you apply.

What we will provide:
  • A wired USB headset
  • A 25 foot Ethernet network cable
  • Must have a cell phone or tablet to install the Duo Mobile Application for multi-factor authentication
  • Must have a modem or combo modem/router
  • A computer or laptop purchased within the last five years with at least 8GB of memory
  • Open USB port for headphones (REI will provide headphones)
  • Operating system: Mac 10.11 or newer or Windows 8.1 or 10
  • Running virus software that is staying current on definitions
  • Running a current up to date browser
  • Must have a router that supports 10/100Mbps ethernet
  • Must have high speed broadband internet connection with a minimum of 15Mbps download and 2Mbps pload speed (Google "speed test" to check)
  • Your computer must be directly connected to the internet via a secured, wired access point. You cannot use wireless/WiFi or public connections. 

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

ARTICLE 23-A, Section 753

§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.