Customer Experience Guide-Seasonal

Role: Customer Experience Guide – Seasonal 

Team: Retail 

Location: Palo Alto, CA Store

Scope: Customer Service In-Person, CF2 

Reports To: Retail Store General Manager 

Pay Range: $29.75-$31.75

Seasonal Positions: Seasonal employees are employees who work on an intermittent or as needed basis. Seasonal employees may not work over 19 hours per week, more than 76 hours per month, or more than 500 hours in a rolling 12-month period measured by looking backward at the 12 months preceding the date on which the employee’s total hours are measured. During months with three paydays, scheduled weekly hours may be adjusted down to comply with the monthly hours maximum of 76 hours. 

Contract Window: October 13, 2024-December 24,2024

Benefits: Seasonal employees are not eligible for any Company-sponsored benefits unless otherwise required by law. Seasonals are eligible for sick leave benefits, activism hours and pro discounts. 

As a Customer Experience Guide – Seasonal, you are an important part of our customers’ experience in our retail stores. You will support our core teams through peak seasons, sales, and when otherwise needed to help the core team maintain our customers’ experience. Customer Experience Guides are the embodiment of the brand for our customers. You will contribute to Patagonia’s daily front-line retail store and customer experience activities. Among other duties, you will focus on sales and customer service and stocking and staging products on the retail floor. You will engage in day-to-day activities that keep customers satisfied. You will learn about our products, share your passion for the community, and share 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 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 support your community, and partner with core team members to get customers and colleagues involved in our mission of saving our home planet.
• Product Knowledge: You have a basic understanding of our products and core sports and are committed to learning about our products to support your ability to serve our customers.
• Operations: You will answer phones, work events, support front of house and back of house operations and inventory flow, and support in store repairs while successfully communicating with the leadership team and customer service.
• Inventory/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.
• 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.

WHO YOU ARE 

• 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 are an innovator in new ways to engage and support our community to help save our home planet.
• 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 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.

EXPERIENCE YOU BRING 

• Customer Service/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 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.
• Adaptability/Ambiguity: Adaptable to changing situations and priorities. Can pivot on the fly.
• Organization Skills: Proven organizational skills, and attention to detail.
• Prioritization: Able to assign orders to and complete tasks based on their urgency and importance outlined by leadership.
• Time Management: 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 accuracy with money handling and register use preferred.

PHYSICAL REQUIREMENTS 

• Able to stand/walk for extended periods of time with working shifts up to 8 hours 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 cleaning standards such as sweeping, vacuuming, emptying trash, etc.
• Able to safely lift up to 55 pounds
• Comfortable climbing ladders

SCHEDULE 

Our stores are open seven days a week. Palo Alto’s current business hours are 10AM-7PM Thursdays-Tuesdays, 11AM-6PM Wednesdays . Our current hiring needs are for fewer than 19 hours per week with open availability on Friday, Saturday, Sunday and Monday. 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 CONDUCT 

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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