Job Description

Seasonal Customer Service Representative

REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet.

Bring your passion for the outdoors to work at REI in this Seasonal position! We are looking for problem solvers with a passion for providing exceptional service. Join our call center team as a customer service representative and help us assist our customers and members. In this remote position, you will enjoy the convenience of working from home without the hassle of a daily commute. We are seeking inspired team members who thrive in a fast-paced environment. You enjoy interacting with customers and are adept at conducting online research to find positive solutions. You will use de-escalation techniques, creativity, and effective problem-solving. As an REI customer service representative, you will serve as the eyes and ears of our customers and members.

Responsibilities and Qualifications

How you will be successful:

• Building relationships, inside and outside the organization.
• Enjoy communicating effectively and accurately, both verbally and in writing.
• Assist customers taking inbound phone calls during your shift, this may be up to 9 hours a day.
• Apply your passion for the outdoors, REI products, and gear to serve our customers effectively.
• Provide guidance, knowledge and authentic experiences.

We strive for harmony in work and life. We are creating a culture that inspires and enables everyone to bring their whole self and their highest ambitions to work every day. We believe the outdoors is for all!

Additional qualifications:

• Previous experience in retail and/or customer service call center preferred.
• Demonstrate critical thinking by efficiently using a computer and navigating through various screens.
• Available to attend a virtual two-week sales and service training class.
• Reside in one of the following states: 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.
• Must reside within 100 miles of an REI Retail location for the duration of the position.
• Ability to work a flexible work schedule with reliable and predictable attendance.
• Minimum age requirement of 18 years.

Schedule Requirements

To be part of our Contact Center team in a Closing shift, you should be available at least 2-3 weekdays and 1 weekend day. Shifts will be scheduled for 4-8 hours per day, between 10 am PST and 8 pm PST. You will be available a minimum of 24 hours per week and up to 40 hours if your availability allows. Your scheduled hours and days will vary based on business volumes. The seasonal end date is June 4, 2026.

Technical Requirements

As a seasonal employee, you will be working on your own computer or laptop for this position. To perform the duties associated with this position, there are technical requirements we ask of you. These include hardware, software, and internet connection (network) requirements. Your role is to ensure you are familiar with these requirements and have them in place before you apply.

Internet (Hard-Wired Only)

You must have wired high speed broadband internet connection with:

• Download speed: at least 50 Mbps
• Upload speed: at least 10 Mbps
• Latency (Ping): under 150 ms
• Jitter: maximum 30 ms, average 5 ms or less

Not Allowed:

• Satellite (e.g., Starlink, HughesNet)
• Cellular or 5G home internet (e.g., T-Mobile, AT&T Wireless, Verizon)
• Hotspots or phone tethering

Required setup:

• Your computer must be connected directly to your modem/router using an Ethernet cable
• Wi-Fi, mesh satellites, or range extenders are not allowed (even if your pc is wired directly to the satellite / range extender)

Computer:

• Windows PC: Windows 11
• Mac: macOS 14 (Sonoma) or newer
• SSD drive
• Minimum 8 GB RAM (16 GB highly recommended for Windows PCs, per Microsoft)
• CPU: Intel i5 / AMD Ryzen 5 / Apple M1 or better

Not Allowed: Tablets, phones, Chromebooks, or shared/public computers

Additional requirements: Ability to install the Windows App client to connect to AVD

Monitor & Accessories:

• One monitor with 1080p resolution or higher
• Wired headset (REI supplied) Bluetooth not allowed
• At least two available USB ports:
• One USB-A for headset
• One USB-A or USB-C for REI security device
• If you use a mouse (wired or wireless with dongle), plan to need an extra USB port
• A USB / Ethernet hub or dock may be needed (not provided by REI) depending on your device (Mac users please note that Apple certified hubs and docks provide more reliable performance)
• Webcam - Required for all training classes.

Workspace:

• Quiet, private area
• Minimal background noise
• No household traffic during shifts

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

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

We are committed to practices that promote pay equity and transparency. 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.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.

$15 - $18.36 per hour

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