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Seasonal Sales & Customer Support Representative - Opening

REI · Sumner, WA · 6 days ago
RemoteRemoteOTHR$15.88–$18/hrTemporary

REI Co-op is united around discovering, building, and celebrating better ways of working in this world—all so folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life, shaping the future of the outdoors for people and the planet.

About the Role

Join our call center team as a remote customer service representative and help assist REI customers and members. In this role, you’ll provide exceptional service, solve problems, and use de-escalation techniques to deliver positive solutions. You’ll serve as the eyes and ears of our customers, bringing your passion for the outdoors, REI products, and gear to every interaction.

Responsibilities

  • Build relationships with customers and team members through clear, accurate communication (verbal and written).
  • Assist customers by taking inbound phone calls during your shift (up to 8 hours per day).
  • Apply critical thinking to evaluate information from multiple software systems and solve customer issues.
  • Demonstrate creativity and effective problem-solving in fast-paced interactions.
  • Bring your authentic self to work, contributing to a culture of respect and inclusion.

Requirements

  • Previous experience in retail and/or customer service call center preferred.
  • Available to attend a virtual two-week sales and service training class (see schedule details below).
  • Reside in a state with an REI retail location for the duration of the position.
  • Ability to work a flexible schedule with reliable and predictable attendance.
  • Minimum age requirement of 18 years.

Schedule

The REI contact center operates:

  • Monday–Friday: 6 am–8 pm PST
  • Saturday–Sunday: 8 am–5 pm PST

Candidates must have availability for:

  • At least 2–3 weekdays and 1 weekend day (Saturday or Sunday).
  • A minimum of 24 hours per week.
  • A 4–8 hour shift between 6 am–4 pm PST (hours vary based on business needs).

This is a seasonal position ending January 9, 2027.

Mandatory Training Classes:

  • Training Group 1: Week 1: October 5–9, 12 pm–7 pm PST; Week 2: October 12–16, 12 pm–7 pm PST
  • Training Group 2: Week 1: October 12–16, 8 am–3 pm PST; Week 2: October 19–23, 8 am–3 pm PST
  • Training Group 3: Week 1: October 19–23 (TBD); Week 2: October 26–30 (TBD)

Technical Requirements

As a remote employee, you must provide your own computer/laptop and meet the following requirements:

Internet Connection (Hard-Wired Only)

  • Download speed: at least 50 Mbps
  • Upload speed: at least 10 Mbps
  • Latency (Ping): under 150 ms
  • Jitter: maximum 30 ms, average 5 ms or less
  • Not Allowed: Satellite (e.g., Starlink, HughesNet), cellular/5G home internet (e.g., T-Mobile, AT&T Wireless, Verizon), hotspots, or phone tethering.

Hardware and Software Setup

  • Computer must connect directly to modem/router via Ethernet cable (Wi-Fi, mesh satellites, or range extenders not allowed).
  • Computer Specifications:
    • Windows PC: Windows 11 or Mac: macOS 14 (Sonoma) or newer
    • SSD drive
    • Minimum 8 GB RAM (16 GB highly recommended for Windows PCs)
    • CPU: Intel i5 / AMD Ryzen 5 / Apple M1 or better
    • Not Allowed: Tablets, phones, Chromebooks, or shared/public computers.
  • Ability to install the Windows App client to connect to AVD.

Monitor and Accessories

  • One monitor with 1080p resolution or higher.
  • Wired headset (provided by REI; Bluetooth not allowed).
  • At least two available USB ports:
    • One USB-A for headset
    • One USB-A or USB-C for REI security device
  • If using a mouse (wired or wireless with dongle), plan for an extra USB port.
  • A USB/Ethernet hub or dock may be needed (not provided by REI; Mac users: Apple-certified hubs/docks recommended).
  • Webcam (required for all training classes).

Workspace

  • Quiet, private area with minimal background noise.
  • No household traffic during shifts.

All job offers are contingent upon successful completion of a background check.

Pay

Pay range: $15.88–$18.00 per hour. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan, and accrued time off. Detailed overview of benefits plans by employee profile.

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