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28 May 2022

Full-Time Customer Experience Representative – French

Gabriel.Castellanos – Posted by Gabriel.Castellanos Anywhere

Job Description

Job Title: Customer Experience Representative - French
Reports to: Customer Experience Supervisor
Location: Remote – Reno Supported (Remote only in approved states: AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)
Compensation: $18.50 an hour + $2 bilingual differential; $30 per pay period allowance for internet
Full-Time: 5 days/40 hours per week

COVID-19 Vaccinations: Patagonia requires all employees to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.

General Summary   

As the Customer Experience Representative, you are driven to provide the best customer service experience possible. You are a forward-thinking team player that engages with the customer and the team to get the best outcome possible. You have proven experience managing multiple software and computer programs simultaneously while maintaining composure and delivering an exceptional level of customer service. You incorporate your passions for our mission, “We’re in business to save our home planet”, into your daily decisions.

 

What You’ll Do   

Tasks  

· Engage in customer interactions via Chat, Phone, and/or Email, ensuring that Patagonia’s highest standards of quality, integrity, environmentalism, and not bound by convention are upheld

· Partner with the customer and Patagonia team to remedy customer concerns and deliver the best experience possible

· Efficiently navigate multiple software programs/systems throughout the day

· Provide accurate information regarding our products, customer orders, company service guidelines, and company environmental issues

· Use correct procedures to process orders, assist with returns, service orders, or otherwise address customer service needs

· Fulfill customer service needs from a remote work environment, while maintaining a high level of performance and communication with the supervisory team

Soft Skills

· Practice empathetic “active” listening, being fully present in one-on-one and/or team meetings.

· Participate in an environment where everyone can learn from mistakes, voice their opinions, and ask judgment-free questions.

· Value the perspective of team members, even if it is different from your own.

 

Who You Are   

· Passionate: care deeply about saving our home planet.

· Organized and Detail Oriented: Solid organizational and prioritization skills, with the ability to fulfill commitments, remaining reliable, punctual, and on-time while being solution-oriented.

· Strong communicator: Communication skills, both written and verbal, as well as non-verbal (body language), which can be shared with people from all walks of life while remaining clear, confident, accurate, professional, objective, and inclusive.

· Resilient: thrive in a working environment with little or no supervision

· Team player: Finding creative solutions while balancing responsibilities among participants in an equitable and inclusive manner in partnership with peers and leadership

· Problem solver: 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

· Open-minded: Possess exceptional interpersonal skills, including the ability to listen and understand opinions, suggestions, and the recommendations of others, even if they are different from your own

· Flexible: able to work during operating hours and present during peak times. Associates should expect to work during all peak business periods–see “Peak Weeks” and “All Hands On Deck Days” listed below.

 

Experience You Bring   

· French fluency required in written and verbal communication (assessed through language assessment)

· French-Canadian fluency preferred in written and verbal communication

· Minimum of 1+ years’ experience working in a customer service environment

· Contact/Call Center experience preferred

· Proven ability to drive amazing customer experiences

· Communicate effectively, considerately, and in a timely manner - both verbally and written

· Experience navigating and resolving complex customer issues while maintaining composure

· Technical proficiency managing multiple platforms while utilizing a keyboard, phone and delivering exceptional service at the same time

· Ability to navigate browsers and assist customers using platforms via: D365, Microsoft Suites, Salesforce

· Ability to provide quality customer service through multiple avenues such as phone, chat and email conversations

· Ability to meet a minimum of 30 WPM (assessed through skills assessment)

· Proven ability to accept feedback about performance and ability to recognize opportunities for professional growth

· Proven experience working with groups across different backgrounds in respectful and equitable ways

· Proven experience to be thoughtful, self-aware and respectful of others

· Ability to adjust behaviors for success in an inclusive workplace

· Ability to adhere to time and attendance expectations

 

Home Office Requirements

Network Connection/Internet Access

· Minimum internet connection speed of 100Mbps

· Patagonia provided computers must be connected directly to the firewall and have the latest firmware installed

· Patagonia computer must be within 100’ of the router for physical cabling—WIFI or use of cellular data to connect is not allowed

· Patagonia will supply up to 25’ ethernet cable in all shipped systems

· If physical cabling is not possible due to workspace limitations, work from home is not possible

 

Physical Space Requirements    

· Space must be able to accommodate 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 listen to phone calls or observe computer screens

 

Other Considerations   

· Personal smart phone required to support 2nd factor authentication

· Shared internet access with other residents could impact customer experience. This should be taken into consideration when determining internet connection speed.

· Must use provided wired headphones

 

Work Hours   

· CX’s operating hours are:

· Monday through Friday, 5:45am to 6:00pm PT

· Saturday and Sunday, 6:45am to 3:00pm PT

· Typical Monday to Friday shifts: 5:45am to 2:30pm or 9:15am to 6:00pm PT

· Typical weekend shifts: 6:45am to 3:00pm PT

· Mandatory shifts during holiday peak season (please see below)

 

FY23 Peak Weeks:    

· August 7th – 27th | Summer Sale

· November 6th – January 7th | Holiday Peak

· February 6th – March 5th | Winter Sale

 

FY23 All-Hands-on-Deck-Days:   

· August 10th – 11th | Start of Summer Sale

· November 28th | Cyber Monday

· December 26th – 28th | Post-Holiday

· January 2nd – 4th | Post-New Year’s

Physical Requirements   

· Ability to sit for extended periods of time

· Ability to look at a computer for extended periods of time

 

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.

How to Apply

Apply directly on our website job board

Job Categories: Equal Opportunities. Job Types: Full-Time.

Job expires in 54 days.

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