Customer Service Representative, Customer Experience

Patagonia•Reno, NV

5d•Hybrid

About The Position

As the Customer Service Representative, you are responsible for providing excellent customer service experience. You are a forward-thinking team player that engages with the customer and the customer service team to get the best outcome. You have proven experience managing multiple software and computer programs simultaneously while maintaining composure and delivering an exceptional level of customer service. You incorporate your passions for our Company purpose, “We’re in business to save our home planet”, into your daily decisions.

Requirements

Minimum of 1+ years’ experience working in a customer service environment
Proven ability to drive amazing customer experiences
Communicate effectively, considerately, and in a timely manner - both verbally and written
Experience navigating and resolving complex customer issues while maintaining composure
Technical proficiency managing multiple platforms while utilizing a keyboard, phone and delivering exceptional service at the same time
Ability to navigate browsers and assist customers using platforms via: D365, Microsoft Suites, Zoom
Ability to provide quality customer service through multiple avenues such as phone, chat and email conversations.
Ability to meet a minimum of 30 words per minute typing speed (assessed through skills assessment)
Proven ability to accept feedback about performance and ability to recognize opportunities for professional growth
Ability to adjust behaviors for success in an inclusive workplace
Network Connection/Internet Access
Minimum internet connection speed of 100Mbps
Patagonia provided computers must be connected directly to the firewall and have the latest firmware installed
Patagonia computer must be within 100’ of the router for physical cabling—WIFI or use of cellular data to connect is not allowed
Patagonia will supply up to 25’ ethernet cable in all shipped systems
If physical cabling is not possible due to workspace limitations, work from home is not possible
Workspace must be able to accommodate Patagonia supplied IT equipment: Two, 24” monitors and associated cables (power strip/surge protector)
Work must be done in a private space where others cannot listen to phone calls or observe computer screens
Personal smart phone required to support 2nd factor authentication
Shared internet access with other residents could impact customer experience. This should be taken into consideration when determining internet connection speed and should not compromise the minimum 100Mbps requirements.
Customer Service Representatives must use wired headphones provided by Patagonia when communicating with customers.

Nice To Haves

Contact/Call Center experience preferred

Responsibilities

Provide excellent support to customers while communicating via phone, chats, and emails, in a remote setting.
Ability to work a specific schedule, while having the flexibility to rotate shifts or work alternative shifts as needed to meet an increased volume of customer inquiries (for example, during peak sales periods)
Engage in customer interactions via Chat, Phone, and Email, 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
Partner with 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 level of performance 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
Able to work during operating hours, particularly during times of peak customer inquiries. Associates should expect to work during all peak business periods--see “Peak Weeks” and “All Hands-on Deck Days” listed below. The ability to take paid time off during these times will be limited