Customer Experience Guide

Role: Customer Experience Guide

Team: Retail

Scope: Individual Contributor, CF2

Reports To: General Manager

Pay Range: $25.25 - $27.25

Location: Honolulu, HI

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.

General Summary

Our retail stores are where the brand comes to life. As a Customer Experience Guide, you’re the embodiment of the brand for our customers. You will learn about our products, share your passion for the community and your efforts to protect the local environment. You will contribute to a team that is responsible for the store’s success through customer service, merchandising, operations, events, and environmental activism. Peer relationship is the key to the overall success of our stores. 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

• Optimize the Patagonia shopping experience using provided tools and resources to increase repeat customers and obtain new ones.
• Engage all customers by determining and meeting their specific needs with a positive attitude, kindness, and creativity.
• Ensure accuracy in all point-of-sale operations and utilize the spirit of our Ironclad Guarantee when handling product returns.
• Maintain our visual store standards for a stronger customer experience: folding, hanging, steaming, and stocking is part of your everyday workload.
• Accurately maintain inventory while processing in store online orders, transfers, donations, etc.
• Participate in ongoing training to maintain a solid understanding of our company initiatives, products, policy/procedure, and culture.  
• Assist in the training of fellow employees while always supporting and striving to achieve store goals.
• Use the company’s mission and core values as guides for decision making, and act as a brand advocate inside and outside of the store.
• Participate in the Activism program by utilizing your hours to support your community, partner with local non-profits by engaging in the grants and donations processes, and inspiring customers and your colleagues to get involved.  
• Participate in the Retail Marketing program by helping in event production and bringing forth ideas for engaging your community.
• Extend invitations to our customers and communities for future brand engagements.
• Through training and safety meetings, you will practice security measures that help prevent theft and understand how to safely handle shoplifters.
• Reporting and resolving concerns quickly to maintain a safe and secure environment for your team and customers. 
• Deeply commit 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 about environmental and social issues. You take action 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 above and beyond treating the needs of customers with kindness and creativity.
• You operate in just and equitable ways- you proactively create a culture of belonging that gives people from all backgrounds, identities, and experience 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 lead by example, self-driven, get things done efficiently and effectively.
• You are a lifelong learner and teacher- you are open to change; experiments and will try different options to find solutions to share with the team to optimize operations and customer experience.

Experience You Bring

• Excellent customer service and/or sales skills, previous retail or related customer service experience preferred
• Knowledgeable of and/or have interest in our core sports
• Helpful and courteous approach to solving problems
• Effective communication skills
• Adaptable to changing situations and priorities
• Proven organizational skills, and attention to detail
• Self-motivated and possess the ability to thrive in a team-oriented environment
• Basic math and computer skills
• Accuracy with money handling and register use preferred

Physical Requirements

• Able to stand/walk for extended periods of time.
• 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.

Schedule

WHO WE ARE:

“We’re in business to save our home planet.”

Environmentalism

Our stores serve their communities. We strive for deep connections to the people, places, and issues that are relevant there. We are vocal activists for protecting outdoor spaces. Our stores support local environmental groups with grants, donations, volunteers, advocacy, and events that provide a platform to share and engage in activism.

Justice

We consistently review policies and practices while embedding justice as a core value. We promise to continue the forever work of creating a culture of inclusion, antiracism, belonging and engagement with efforts towards diversify and broaden representation among employees, managers, and leadership.

Integrity

Examine our practices openly and honestly, learn from our mistakes and meet our commitments. We value integrity in both senses: that our actions match our words (we walk the talk), and that all of our work contributes to a functional whole (our sum is greater than our parts).

Quality

In retail, our best quality product is the world-class service we offer our customers. We create amazing and memorable experiences that leave our customers feeling stoked.

Not Bound by Convention

Retail changes every day. We welcome and embrace change as it inspires us to create new ways to serve our customers. Every retail employee is empowered to make autonomous decisions in line with our mission and values.

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.