Customer Service Representative, Customer Experience (Bilingual English/Spanish)
Patagonia, Inc.
Work From Home - Reno Supported, VT, 05401
Closed - No longer accepting applications
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Job Title: Customer Service Representative, Customer Experience (Bilingual English/Spanish)
Reports to:?Customer Service Supervisor, Customer Experience
Location: Hybrid Remote – Reno Supported (Remote only in approved metro areas: Reno, NV; Austin, TX; Pittsburg, 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 + $30 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.
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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 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.????
???
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,?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.????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??
Who You?Are????
Passionate:?care deeply about saving our home planet.???
Resilient:?thrive in a?working?environment?with little or no supervision?? ?
Team player:?Finding creative solutions while balancing responsibilities among participants in an equitable and inclusive manner in partnership with peers and leadership.?Create an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions.???Leave space for the perspectives of team members, even if it is different from your own.???
Open-minded:?Possess exceptional interpersonal skills, including the ability to listen and understand opinions, suggestions, and the recommendations of others, even if they are different from your own ?
Flexible: Ability to balance multiple tasks and responsibilities simultaneously. Ability to quickly adapt to changes in the business and customer service needs.
Experience and Technical Proficiency????
Bilingual in English and Spanish (verbal, reading, written) without using a translation service required
Strong written and verbal communication skills in both English and Spanish languages
Minimum of 1+ years’ experience working in a customer service environment?
Contact/Call Center experience preferred?
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, Salesforce?
Ability to provide quality customer service through multiple avenues such as phone, chat and email conversations?
Ability to meet a minimum of 30 WPM (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???
Home Office Requirements?
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????
???
Physical Workspace Requirements?????
Workspace must be able?to?accommodate Patagonia supplied IT equipment: Two, 24” monitors and associated cables (power strip/surge protector)???
Work must be done
Reports to:?Customer Service Supervisor, Customer Experience
Location: Hybrid Remote – Reno Supported (Remote only in approved metro areas: Reno, NV; Austin, TX; Pittsburg, 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 + $30 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 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.????
???
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,?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.????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??
Who You?Are????
Passionate:?care deeply about saving our home planet.???
Resilient:?thrive in a?working?environment?with little or no supervision?? ?
Team player:?Finding creative solutions while balancing responsibilities among participants in an equitable and inclusive manner in partnership with peers and leadership.?Create an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions.???Leave space for the perspectives of team members, even if it is different from your own.???
Open-minded:?Possess exceptional interpersonal skills, including the ability to listen and understand opinions, suggestions, and the recommendations of others, even if they are different from your own ?
Flexible: Ability to balance multiple tasks and responsibilities simultaneously. Ability to quickly adapt to changes in the business and customer service needs.
Experience and Technical Proficiency????
Bilingual in English and Spanish (verbal, reading, written) without using a translation service required
Strong written and verbal communication skills in both English and Spanish languages
Minimum of 1+ years’ experience working in a customer service environment?
Contact/Call Center experience preferred?
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, Salesforce?
Ability to provide quality customer service through multiple avenues such as phone, chat and email conversations?
Ability to meet a minimum of 30 WPM (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???
Home Office Requirements?
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????
???
Physical Workspace Requirements?????
Workspace must be able?to?accommodate Patagonia supplied IT equipment: Two, 24” monitors and associated cables (power strip/surge protector)???
Work must be done