Customer Service Representative, Customer Experience

Remote Customer Service Representative, Customer Experience

Reports to:

Customer Service Sr. Supervisor, Customer Experience

Scope:
Individual Contributor, CF2

Years of

Experience:

1+

Location:

Hybrid Remote – Reno Supported MUST RESIDE IN THE STATE OF AND WITHIN 60 MILES OF OUR RETAIL STORES IN PITTSBURGH, CHICAGO, ATLANTA, AUSTIN, OR SALT LAKE CITY

Contract Duration: 11/16/2026 through 04/05/2027

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

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 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, remain reliable, punctual, and on-time

Ability to work with groups across different backgrounds in thoughtful, respectful, and equitable ways

Solutions oriented:
Motivated to provide creative solutions to challenges, solving not only problems but identifying root causes. Quickly adapts to changes in the business and customer service needs

A strong communicator:
Possesses excellent communication skills, written, verbal, and nonverbal, that can be shared with a wide variety of people while remaining clear, concise, accurate, prompt, and diplomatic

Collaborative:
Works with peers, leaders, and colleagues to find creative solutions, champions change, actively listens and learns from others

Engaged:
Committed to saving our home planet, social justice, a positive and inclusive work environment, and excellent customer service

Highly productive:
Responsible, thrive in a working environment with little…