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Customer Experience Guide -Full Time

Patagonia -
Vancouver, BC

Job details

Full-time
$23–$25 an hour
11 days ago

Qualifications

Sales
Customer service
Basic math
Organizational skills
Computer skills
Cash handling
Communication skills

Full job description

Job Title : Customer Experience Guide - Full Time

Team: Retail

Location : Vancouver, Canada Store

Scope: Customer Service In-Person , CF2

Reports To: Retail Store General Manager

Pay Range: $23.00 - $25.00 CAD 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.

As a Customer Experience Guide, you are the embodiment of the brand for our customers. You engage, develop, implement , and execute operational plans and policies and contribute to Patagonia’s daily front-line retail store and customer experience activities (e.g., sales and customer service). You spend most of your time overseeing retail store and customer experience operations and engage in day-to-day activities that make customers happy . You will learn about our products, share your passion for the community and your efforts to protect the local environment. All employees are encouraged and empowered to solve problems creatively and put the customers’ needs at the center of everything we do.

WHAT YOU’LL DO

We are in business to save our home planet: You u se 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 inspir e 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 m aintain 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 p articipate 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: Y ou practice security measures that help prevent theft and understa nd how to handle s afety situations . You r eport and resolv e concerns quickly to m aintain a safe a nd secure environment while m aintain i ng a clean and organized store.

In clusion: You are d eeply 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.

WHO YOU ARE

You are an environmental activist- Y ou 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 - Y ou focus on building relationships and go beyond treating the needs of customers with kin dness and creativity.

You operate in just and equitable ways - Y ou proactively create a culture of belonging that gives people from all backgrounds, identities, and experience s a meaningful voice.

You value and demonstrate quality in all that you do- Y ou 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 – Y ou contribute engagement, are self-driven, and get things done efficiently and effectively.

You are a lifelong learner and teacher- Y ou are open to change and will try different options to find solutions to share with the team to optimize operations and customer experience.

EXPERIENCE YOU BRING

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

Problem Solving: Helpful and courteous approach to solving problems .

Communication: Effective communication skills with team members and leadership and able to participate in constructive feedback and assist in conflict management .

Adaptability /Ambiguity : Adaptability to changing situations and priorities while maintaining a positive workplace morale. Can pivot on the fly and support team engagement .

Organization Skills: Proven organizational skills and attention to detail .

Prioritization: Able to assign order s to and complete tasks based on their urgency and importance outlined by leadership .

Time Ma nagement: Ability to show up ready to work on time every day and meet deadlines or communicate issues cross-functionally .

Self-Motivation and Teamwork: Self-motivated and possess the ability to thrive in a team-oriented environment .

Technical Learning: Basic math and computer skills and a ccuracy with money handling and register use preferred .

PHYSICAL REQUIREMENTS

Able to stand/walk for extended periods of time with working shifts u p to 8 hour s per day

Continually able to reach overhead, bend, squat, kneel and carry products necessary for customer service, inventory stocking, events, and store merchandising

Continually able to walk up and down a staircase carrying boxes, products, and other necessary items

Able to regularly perform store maintenance duties: sweep, vacuum, empty trash, clean

Able to safely lift up to 55 pounds

Comfortable climbing ladders

SCHEDULE

Our stores are open seven days a week. The Vancouver store's current business hours are Monday - Saturday 10am - 7pm, and Sunday 10am - 6pm. Our current hiring needs are for 30 to 39 hours with open availability Tuesday - Saturday. It is common for our shifts to begin and end up to two hours before and after business hours. As a team member, you are expected to be flexible to the business and team needs.

Schedules can vary week-to-week, however, we are committed to supporting a healthy work-life balance, while still meeting the needs of our customers. Our consistent effort has been to post our store work schedules three weeks in advance to give our employees the opportunity to plan. You must report to work on time as well as align to other expectations in our Attendance Policy.

EMPLOYEE CONDUC T

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors. Clarify, educate, and hold ourselves accountable for embedding justice and antiracism throughout our work and culture.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

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