Remote Seasonal Contact Center Representative - Part Time
REI
Nơi làm việc
St. Louis, MO, USA
Hình thức tuyển dụng
Bán thời gian
Chi tiết công việc
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.
• You can live in any of our approved states for this role even though the job posting states GA.*
Internal Applicants Only: For this specific job, 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 in order to accept an offer of employment to fill the Contact Center Representative - Virtual position.
SCHEDULE REQUIREMENTS:
We are currently hiring for our closing shifts: Block 5 (10 am - 7 pm PST) and Block 6 (11 am - 8 pm PST). We do not have any morning shifts available at this time.
Our Contact Center team requires our part-time teammates to have a recurring availability of at least 2-3 weekdays and 1 weekend day, 24 hrs min. Scheduled hours and days will vary based on business volumes. This position requires working our Spring sale during peak sales times. We have required dates of work between May 14 and June 10, 2023 with a seasonal end date of June 10, 2023. 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 Training Dates:
Class 1: May 1 - 5 , 10:00 am - 5:00 pm PST
Rehire: May 8 - 12. 10:00 am - 5:00 pm PST
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
You will provide:
• A computer or laptop purchased within the last five years with at least 8GB of memory (No Google Chromebooks, iPads, or Windows Tablets. Please note that Windows 10S mode is not supported. These do not support our systems)
• A Webcam - built in or external
• Open USB port for headphones (REI will provide headphones)
• A cell phone or tablet to install the Duo Mobile Application for multi-factor authentication ([1] Apple: minimum of iOS13, [2] Android: 8.0)
• An available port on your network router, where your device will connected to for the entirety of your shift
Software
• Operating system: Mac 10.15 (Catalina) or newer or Windows 10 or newer
• Running virus software that is staying current on definitions
• Running a current up to date browser
Network
• 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, Wi-Fi extenders, mesh networks, or public connections
• Please note, all job offers are contingent upon successful completion of a background check.*
The ideal candidate will:
• Successfully complete a virtual interview and assessment to be considered for this role
• If selected, must reside in Arizona, Connecticut, Delaware, Florida, Georgia, Idaho, Kansas, Maine, Minnesota, Nevada, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin, or Washington state for the duration of the position.
• 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 8 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
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: $15.00 - $16.10 per hour depending on previous call center experience and location
REI is an Equal Opportunity Employer
