Customer Experience Guide - Full Time

Customer Experience Guide-Full Time

Team : Retail

Scope : Individual Contributor, CF2

Reports To : General Manager

Pay Range : $21.60 - $23.60

Location : Freeport, ME

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 :

Experience You Bring

Physical Requirements

Schedule

Our stores are open seven days a week. Freeport's current business hours are Monday-Sunday 10am-7pm. Our current hiring needs are for 30-39 hours with open availability. 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.

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.