Customer Service Representative, Customer Experience

Customer Service Representative, Customer Experience

Reports to:

Customer Service Sr. Supervisor, Customer Experience

Scope:
Individual Contributor, CF2

Years of

Experience:

1+ years

Location:

Hybrid Remote – Reno, NV Supported, MUST RESIDE IN NEVADA AND LIVE WITHIN 60 MILES OF THE RENO SERVICE CENTER located Northwest Reno (

Note:

The first four weeks of this role require in-person training, Monday through Friday from 8:00 AM to 5:00 PM PST)

Contract Duration:
Approx 6 months
- Start date:

10/19/2026 or 11/2/2026 (Depending on class available) End Date: 4/5/2027

Compensation: $21.25 per hour + $25 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.

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.

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 an 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. The ability to take paid time off during these times will be limited

• Ability to communicate effectively utilizing active listening and being fully present
• Strong written, verbal, and non-verbal communication skills, to 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…