Seasonal Sales & Customer Support Representative

Seasonal Customer Service Representative

REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet.

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.

How you will be successful:

• 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

We strive for harmony in work and life. We are creating a culture that inspires and enables everyone to bring their whole self and their highest ambitions to work every day. We believe the outdoors is for all!

Additional 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.

The REI contact center hours of operation are as follows:

Monday
- Friday, 6 am - 8 pm PST

Saturday
- Sunday 8 am - 5 pm PST

To be a successful member of our Contact Center team, we are looking for candidates who have the below availability:

• 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

OR

Training Group 2:
Week 1 October 12-16, 8am-3pm PST Week 2 October 19-23, 8am-3pm PST

OR

Training Group 3:
Week 1 October 19-23 TBD Week 2 October 26-30 TBD

As a seasonal employee, you will be working on your own computer or laptop for this position. To perform the duties associated with this position, there are technical requirements we require. These include hardware, software, and internet connection (network) requirements. Your role is to ensure you are familiar with these requirements and have them in place before you apply.

Internet Network Connection (Hard-Wired Only)

You must have 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, Hughes Net)
• 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 (even if your pc is wired directly to the satellite / range extender)
• 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 (Mac users please note that Apple certified hubs and docks provide more reliable…