[Hiring] Seasonal Sales & Customer Support Representative @REI (Recreational Equipment Inc.)

Role Description

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.

Qualifications

• Previous experience in retail and/or customer service call center preferred.
• Demonstrate critical thinking by evaluating information from multiple software systems to solve customer issues.
• Available to attend a virtual two week sales and service training class.
• Reside in a state with 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.

Requirements

• Enjoy building relationships, inside and outside the organization.
• Able to communicate clearly and accurately, both verbally and in writing.
• Dedicated to helping customers by providing guidance, knowledge and authentic experiences.
• Assist customers by taking inbound phone calls during your shift, this may be up to 8 hours a day.
• Apply your passion for the outdoors, REI products, and gear to serve our customers effectively.
• Bring your best, authentic self.

Schedule Requirements

• The REI contact center hours of operation are as follows:
• Monday - Friday, 6 am - 8 pm PST
• Saturday - Sunday 8 am - 5 pm PST
• At least 2-3 weekdays and 1 weekend day (either Saturday or Sunday).
• Available for a minimum of 24 hours per week.
• Available for a 4-8 hour shift between 6am - 4pm PST.
• Your scheduled hours and days will vary based on business volumes.
• The seasonal end date is in January 9, 2027.

Mandatory Training Classes

• Training Group 1:
• Week 1 October 5-9, 12pm-7pm PST
• Week 2 October 12-16, 12pm-7pm PST
• Training Group 2:
• Week 1 October 12-16, 8am-3pm PST
• Week 2 October 19-23, 8am-3pm PST
• Training Group 3:
• Week 1 October 19-23 TBD
• Week 2 October 26-30 TBD

Technical Requirements

• Internet Network Connection (Hard-Wired Only):
• 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
• Hardware and Software 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.
• 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 and 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.
• Webcam - required for all training classes.
• Workspace:
• Quiet, private area
• Minimal background noise
• No household traffic during shifts

Pay Transparency

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.

Pay Range

$15.88 - $18.00 per hour