Customer Service Representative, Customer Experience

Job Title:RENO, NVCustomer 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, NVSupported,MUST RESIDE IN NEVADA ANDLIVE WITHIN60MILESOF THE RENO SERVICE CENTERlocatedNorthwest 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)

ContractDuration: Approx 6 months -Start date:10/19/2026or 11/2/2026(Depending on class available)End Date:4/5/2027

Compensation:$21.25per 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.

General Summary

As the Customer Service Representative, you are responsible for providing excellent customer service experience.You are aforward-thinkingteam player that engages with the customer and the customer service team to get the best outcome.Youhave proven experiencemanaging multiple software and computer programssimultaneouslywhilemaintainingcomposureand delivering an exceptional level of customer service.Youincorporateyourpassions forour Company purpose, "We'rein business to saveourhome planet",intoyourdaily decisions.

WhatYou'llDo

Essential Functions:

• Provide excellent support to customers while communicating via phone, chats, and emails, in a remotesetting. All CX Reps must be able to flex between phone,emailand 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 meetan increasedvolume of customer inquiries (for example, during peak sales periods)

Tasks

• Engage in customer interactions via Chat, Phone,andEmail,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

• Partnerwith the customer and Patagonia team to remedy customer concerns and deliver the best experience possible

• Efficiently navigate multiple software programs/systems throughout the day

• Provideaccurateinformationregardingour products, customer orders, company service guidelines, and company campaigns

• Use prescribed procedures to process orders,assistwith returns, service orders, or otherwise address customer service needs

• Fulfill customer service needs from a remote or hybrid work environment, whilemaintaininga high levelofperformance 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 skillsrequiredto ensure successful and excellent customer service

• Ableto work during operating hours, particularly duringtimes of peakcustomer inquiries. Associates should expect to work during all peak businessperiods--see"Peak Weeks" and "All Hands-onDeck Days" listed below.The abilityto take paid time off during these times will be limited

Skills

• Ability to communicate effectivelyutilizingactive listening and being fully present

• Strong written, verbal, and non-verbalcommunication skills, to be shared with people from allwalks of lifewhileremainingclear, confident,accurate, professional, objective, and inclusive

• Ability to provide quality customer service through multiple avenues such as phone,chatand 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,remainreliable, punctual, andon-time

• Ability to work with groups acrossdifferent backgroundsin thoughtful, respectful, andequitableways

Who YouAre

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

• A strong communicator:Possessesexcellent communication skills, written, verbal, and nonverbal, that can be shared with a wide variety of people whileremainingclear, 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 supervision,demonstratehigh levelsofreliabilityand follow through, focus on self-improvement and personal productivity. Ability to balance multiple tasks and responsibilities simultaneously

• Organized and detail oriented:Strong organizational and prioritization skills, subject matterexpertise, help others understand complicated topics

• Emotionally intelligent:Demonstratesempathy and awareness of others in communication with customers, coworkers, and partners

• An inclusive team player:proactive, positive, self-starter, and a team player that can effectively work with others and has a willingness to help others

• Open-minded and receptive to feedback:Adaptable,possessstrong interpersonal skills with ability to listen and value opinions,suggestionsand recommendations of others, even if they differ from your own

Experience and Technical Proficiency

• Minimum of 1+ years' experience working in a customer service environment

• Contact/Call Center experiencepreferred

• Proven ability to drive amazing customer experiences

• Communicate effectively, considerately, andin a timely manner-bothverbally and written

• Experiencenavigating and resolving complex customer issues whilemaintainingcomposure

• Technicalproficiencymanaging multiple platforms whileutilizingakeyboard,phoneand delivering exceptional service at the same time

• Ability to navigate browsers andassistcustomers using platforms via: D365, Microsoft Suites,Zoom

• Ability to provide quality customer service through multiple avenues such as phone,chatand email conversations

• Ability to meet a minimum of 30words per minute typing speed(assessed through skills assessment)

• Proven ability to acceptfeedback about performance andability torecognize opportunities for professional growth

• Ability to adjust behaviors for success in an inclusive workplace

Home Office Requirements

Network Connection/Internet Access

• Minimuminternet connection speed of 100Mbps

• Patagonia provided computers must be connected directlytothefirewalland have the latest firmware installed

• Patagonia computer must be within 100' of the router for physical cabling-WIFI or use of cellular datatoconnect is not allowed

• Patagonia will supply upto25' ethernet cable in all shipped systems

• If physical cabling is not possible duetoworkspace limitations, work from home is not possible

Physical Workspace Requirements

• Workspace must be abletoaccommodate Patagonia supplied IT equipment: Two, 24" monitors and associated cables (power strip/surge protector)

• Work must be done in a private space where others cannot listentophone calls orobservecomputer screens

OtherTechnology Considerations

• Personal smart phonerequiredtosupport 2ndfactor authentication

• Shared internet access with other residents couldimpactcustomer experience. This should be taken into consideration whendetermininginternet connection speed and should not compromise the minimum 100Mbps requirements.

• Customer Service Representatives must use wired headphonesprovided by Patagonia when communicating with customers.

WorkHours

• CX's operating hours are generally:

• Monday through Friday,5:45am to 6:00pmPT

• Saturday and Sunday, 6:45am to 3:00pmPT

• Customer Service Representatives must be logged on and available to respond to customer service inquiries during their scheduled shift

• Customer Service Representatives maybe requiredto attend onsite trainings or meetings in their hub location outside of their normal shift or normal operating hours.

• Potential Shiftoptionsinclude:

• Saturday - Sunday 7:00am - 3:00pm, Monday - Wednesday 5:45am - 2:30pm (Thursday/Friday off)

• Saturday - Sunday 7:00am - 3:00pm, Monday - Wednesday 9:15am - 6:00pm (Thursday/Friday off)

• Saturday - Sunday 7:00am - 3:00pm, Monday, Tuesday, Friday 9:15am - 6:00pm (Wednesday/Thursday off)

• Saturday - Sunday 7:00am - 3:00pm, Monday, Tuesday, Friday 5:45am - 2:30pm (Wednesday/Thursday off)

• Saturday - Sunday 7:00am - 3:00pm, Monday, Thursday, Friday 5:45am - 2:30pm (Tuesday/Wednesday off)

• Saturday - Sunday 7:00am - 3:00pm, Monday, Thursday, Friday 9:15am - 6:00pm (Tuesday/Wednesday off)

Peak Periods and All-Hands-On-Deck Days

Customer Service Representatives will have limited opportunities to take paid time off during Peak Weeks and All-Hands-on-Deck-Days, asdeterminedby the business.

Tentative FY27 Peak Periods:

• Early November to early January Holiday Peak

• January to February Winter Sale

Tentative FY27 All-Hands-on-Deck-Days:

• November Cyber Monday

• DecemberPost-Holiday

• January Post-New Year's

• Winter Salestart date

• Winter Sale price drop date

Physical Requirements

Interface with Patagonia provided technology (computer screens, software programs, heet, keyboard) to receive and input information to execute customer support actions

Employee Conduct

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers,customersand vendors.