Seasonal Virtual Contact Center Representative – UT Job Vacancy in REI Utah – Latest Jobs in Utah – updated today

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Full Details :
Company Name : REI
Location : Utah
Position : Seasonal Virtual Contact Center Representative – UT

Job Description : IImagine 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

collaborativel
y 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

recommendation
s 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.

SCHEDULE REQUIREMENTS:

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. This position requires working during our two Spring sales during peak sales times. We have required dates of work between May 20th to June 11th, 2022. 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 SPRING7 am Training Dates:

Monday April 25: 2 hr Tech set up session
Tuesday April 26 – 29, 8:00 am – 3:00 pm PST Virtual Training
Monday May 2 – 6, 8:00 am – 3:00 pm PST Virtual Training

Class SPRING8 Training Dates:
Monday April 25: 2 hr Tech set up session
Tuesday April 26 – 29, 12:00 pm – 7:00 pm PST Virtual Training
Monday May 2 – 6, 12:00 pm – 7:00 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

Hardware

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 which your computer or laptop must be wired directly to via ethernet cable at all times when working
A computer or laptop purchased within the last five years with at least 8GB of memory (No Google C

hromebooks,I-P
ads or Tablets. They do not support our systems)

Open USB port for headphones (REI will provide headphones)

Software

Operating system: Mac 10.15 (Catalina) or newer or Windows 10
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 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, Maine, 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/techno
logies 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,

recommendation
s 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-solvin
g 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

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