Customer Experience Guide - Part Time

About the role

The Customer Experience Guide position at Patagonia Pasadena is a part-time role within the Retail team. This position reports to the Retail Store General Manager.

Responsibilities

• Engage, develop, implement, and execute operational plans and policies
• Contribute to Patagonia’s daily front-line retail store and customer experience activities (e.g., sales and customer service)
• Spend most of your time overseeing retail store and customer experience operations
• Learn about Patagonia’s products and share your passion for the community and protecting the local environment
• Use the company’s purpose and core values as guides for decision making and act as a brand advocate
• Deliver best-in-class service by centering the customer in everything we do
• Utilize selling sense skills and connect communities to a life outdoors
• Participate in Patagonia’s Activism program
• Process shipments, support physical inventory, and restock the sales floor
• Absorb and apply knowledge about Patagonia’s products and incorporate it into customer service practices
• Assist with sale prep/breakdown, product transfers, donations, etc.
• Maintain visual store standards for a stronger customer experience
• Participate in Retail Marketing program
• Participate in ongoing training to maintain a solid understanding of Patagonia and assist in the training of fellow/new employees
• Practice security measures to prevent theft and handle safety situations
• Report and resolve concerns quickly to maintain a safe and secure environment while maintaining a clean and organized store
• Create a work environment that is supportive, positive, respectful, and free from harassment
• Ensure accuracy in all POS operations and utilize the spirit of Patagonia’s Ironclad Guarantee and Worn Wear programs
• Answer phones, work events, support front of house and back of house operations, and support in-store repairs
• Support the leadership team and customers

Requirements

• Customer Service/Customer Focused: Proven customer service and/or sales skills, previous retail or related customer service experience preferred
• 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 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 maintenance duties: sweep, vacuum, empty trash, clean, able to safely lift up to 55 pounds, comfortable climbing ladders

Qualifications

• Comfortable climbing ladders

Skills

• Environmental activism
• Customer service not bound by convention
• Operate in just and equitable ways
• Value and demonstrate quality in all that you do
• Act with integrity and are action oriented
• Lifelong learner and teacher

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.

Pay

$24.00 - $26.00 per hour

Schedule

Our stores are open seven days a week. The Pasadena store's current business hours are 10am - 7pm daily. Our current hiring needs are for 20 to 29 hours with Friday - Sunday availability a requirement. Open availability is a plus. 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.