Customer Experience Guide - Full Time

Job Title:

Customer Experience Guide - Full Time Team:
Retail

Location:

Cambridge, MA Store Scope:
Customer Service In‑Person, CF2

Reports To:

Retail Store General Manager Pay Range: $26.60 - $28.60 per hour Benefits:
Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.

• We are in business to save our home planet:
  You use the company’s purpose and core values as guides for decision making, and act as a brand advocate inside and outside of the store. Your customer service is not bound by convention! Deliver best‑in‑class service by centering the customer in everything we do. Utilize selling sense skills and connect our communities to a life outdoors. You are an environmental activist!
  
  You participate in our Activism program by utilizing your 18 Activism Hours to support your community, partner with local non‑profits by engaging in the grants and donations processes, and inspire customers and your colleagues to get involved.
• Product and Business Knowledge:
  You are committed to learning about our products, including technical aspects of products in our core sports, to support your ability to serve our customers. You actively seek out information about new products and business services and incorporate it into your everyday customer service practices.
• Warehouse:
  You process shipments, support physical inventory, and restock the sales floor. You assist with sale prep/breakdown, product transfers, donations, etc.
• Visual:
  You maintain our visual store standards for a stronger customer experience by folding, hanging, buffing, steaming, dressing mannequins, stocking the floor, etc., as part of your everyday responsibilities.
• Marketing:
  You participate in the Retail Marketing program by helping in event production and execution and bringing forth ideas for engaging your community.
• Training:
  You participate in ongoing training to maintain a solid understanding of our company and assist in the training of fellow/new employees while supporting and striving to achieve store goals.
• Security and Loss Prevention:
  You practice security measures that help prevent theft and understand how to handle safety situations. You report and resolve concerns quickly to maintain a safe and secure environment while maintaining a clean and organized store.
• Inclusion:
  You are deeply committed to creating a work environment that is supportive, positive, respectful, and free from harassment. You are open, feedback driven, and ensure accountability.
• Other Duties:
  You ensure accuracy in all POS operations and utilize the spirit of our Ironclad Guarantee and Worn Wear programs. You will answer phones, work events, support front of house and back of house operations, and support in store repairs while successfully communicating with the leadership team and customer service.

• You are an environmental activist
  - You are knowledgeable and curious about environmental and social issues. You act locally and inspire your community and coworkers to do the same!
• Your customer service is not bound by convention
  - You focus on building relationships and go beyond treating the needs of customers with kindness and creativity.
• You operate in just and equitable ways
  - You proactively create a culture of belonging that gives people from all backgrounds, identities, and experiences a meaningful voice.
• You value and demonstrate quality in all that you do
  - You produce work that is of value, complete, and timely while striving for excellence in all job aspects.
• You act with integrity and are action oriented – You contribute engagement, are self-driven, and get things done efficiently and effectively.
• You are a lifelong learner and teacher
  - You are open to change and will try different options to find solutions to share with the team to optimize operations and customer experience.

• Customer Service/Customer Focused:
  Proven customer service and/or sales skills, previous retail or related customer service experience preferred. Interest in or are eager to learn about our products and…