Virtual Call Center Representative- Seasonal FL

Posted Date: Aug-19-2021

Job ID: 21248

Job Function: Call Center

City: Virtual

State: Florida

Store: SCS Virtual FL Geo A

Remote Eligible: Yes

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.

This job contributes to REI’s success by sharing your love of the outdoors to provide guidance, knowledge, and authentic experiences for REI customers, creating members for life. In this role, you will connect with our members and customers meeting them where they are in their outdoor journey, creating and maintaining relationships using empathy and critical thinking to understand their needs and resolve service situations. You will work collaboratively with your peers and other employees at REI using strong written and verbal communication skills. This job will require multi-tasking, navigating multiple systems and screens while working to resolve issues, make product recommendations and place orders for our customers. Models and acts in accordance with REI’s guiding values and mission.

Note to 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 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 GUGO1 Training Dates: 
Tuesday October 12 – 15,  8:00 am – 3:00 pm PST Virtual Training
Monday October 18 - 22, 8:00 am – 3:00 pm PST Virtual Training

Class GUGO2 Training Dates: 
Tuesday October 12 – 15,  10:00 am – 5:00 pm PST Virtual Training
Monday October 18 - 22, 10:00 am – 5:00 pm PST Virtual Training

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 (No Google Chromebooks,I-Pads or Tablets)
* 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 upload speed from a top tier provider, Xfinity, CenturyLink, Spectrum, etc. (Google "speed test" to check). No satellite based service providers please.
* Your computer must be directly connected to the internet via a secured, wired access point. You cannot use wireless/WiFi or public connections 

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, Wisconsin, or Washington state.
  • Handles customer contacts via multiple channels, including phone, chat and email contacts
  • Navigates multiple systems/technologies to gather information, place orders accurately, and accurately resolve service situations in support of REI’s members and customers
  • Creates a customer experience that is inclusive, supportive, and exemplary for REI members and customers
  • Builds customer confidence and establishes relationships to ensure retention and maintain customer loyalty by demonstrating knowledge empathy and sound judgment.
  • Promotes the sale of REI goods and services provides customer with membership and REI Co-Op Master Card
  • Provides product information, recommendations and outfitting services for REI customers utilizing product knowledge, or refers customers to a specialist enabling exceptional outdoor experiences
  • Demonstrates empathy when resolving difficult customer situations utilizing de-escalation skills
  • Responsible for the appropriate use of discounts; balancing customer and business needs
  • Uses critical thinking, creativity, and problem-solving skills to provide positive resolution
  • Acts as the voice of our customers, reporting trends, issues, and feedback to support continuous improvement
  • Works with teammates to collaborate on product knowledge, service and sales techniques, and/or customer escalation

Additional skills we are looking for in our 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 12 hours/week with average hours between 18-24 hours per 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 throughout 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
  • Ability to meet or exceed attendance requirements, providing reliable and predictable attendance

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.