Job Description
Customer Service Representative, Customer Experience (Bilingual English/French)
Work From Home – Reno Supported
time type Full time
Location: Hybrid Remote – Reno Supported (Remote only in approved metro areas: Reno, NV; Austin, TX; Pittsburgh, PA; Nashville, TN; Dallas Forth Worth, TX; Salt Lake City, UT; Bozeman/Butte/Dillon, MT; Atlanta, GA; Chicago, IL; Minneapolis, MN; Freeport, ME; Baltimore, MD)
Job Type:Full-Time Fixed-Term Contract up to 6-10 months
Start Date: September, October, November start dates available
Compensation
Pay range: $20.00 – $26.00
Hiring comp: $20.00 + 10% bilingual differential + $25 per pay period for home office supply stipend
At Patagonia, pay ranges are set using the best available market data for the job at the required location.
COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.
General Summary
As the Customer Service Representative, you are responsible for providing excellent customer service experience.You are aforward-thinkingteam player that engages with the customer and the customer service team to get the best outcome.Youhave proven experiencemanaging multiple software and computer programssimultaneouslywhile maintaining composureand delivering an exceptional level of customer service.Youincorporateyourpassions forour Company purpose, “We’rein business to saveourhome planet”,intoyourdaily decisions.
What You’ll Do
Essential Functions:
- Provide excellent support to customers while communicating via phone, chats, and emails, in a remote setting. All CX Reps must be able to flex between phone, email and chat as needed to respond to a fluctuating volume of customer inquiries.
- Ability to work a specific schedule, while having the flexibility to rotate shifts or work alternative shifts as needed to meet increased volume of customer inquiries (for example, during peak sales periods).
Tasks
- Engage in customer interactions via Chat, Phone,andEmail,ensuring that Patagonia’s core values of quality, integrity, environmentalism, justice, and not bound by convention are upheld.
- Adhere to schedule, time, and attendance expectations
- Partnerwith the customer and Patagonia team to remedy customer concerns and deliver the best experience possible
- Efficiently navigate multiple software programs/systems throughout the day
- Provide accurate information regarding our products, customer orders, company service guidelines, and company campaigns
- Use prescribed procedures to process orders, assist with returns, service orders, or otherwise address customer service needs
- Fulfill customer service needs from a remote or hybrid work environment, while maintaining a high levelofperformance and communication with the supervisory team
- Participate in in-person teambuilding activities to foster camaraderie and connection to company values, as scheduled periodically by the business.
- Participate in optional company sponsored activism activities bringing awareness to environmental campaigns and issues.
- Complete training (both virtual and in-person), to develop skills required to ensure successful and excellent customer service.
- Ableto work during operating hours, particularly duringtimes of peakcustomer inquiries. Associates should expect to work during all peak businessperiods–see “Peak Weeks” and “All Hands-onDeck Days” listed below.Ability to take paid time off during these times will be limited.
Skills
- Ability to communicate effectively utilizing active listening and being fully present.
- Strong communication skills, both written and verbal, as well as non-verbal (body language), which can be shared with people from all walks of life while remaining clear, confident, accurate, professional, objective, and inclusive.
- Ability to provide quality customer service through multiple avenues such as phone, chat and email conversations.The ability to problem-solve and present thoughtful and well-reasoned opinions based on policy and context while being motivated to provide creative solutions to challenges
- Solid organizational and prioritization skills, with the ability to fulfill commitments, remaining reliable, punctual, and on-time.
- Ability to work with groups across different backgrounds in thoughtful, respectful, and equitable ways