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Customer Experience Ambassador

2 months ago

Stanford, California, United States Patagonia Full time
Role Overview

As a Customer Experience Guide at Patagonia, you will be the embodiment of the brand for our customers. You will learn about our products, share your passion for the community, and contribute to a team that is responsible for the store's success through customer service, merchandising, operations, events, and environmental activism.

Key Responsibilities
  • 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.
Requirements
  • 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.
Work Schedule

Our stores are open seven days a week. Palo Alto's current business hours are 10am-7pm Thursdays-Tuesdays, 11am-6pm Wednesdays. Our current hiring needs are for 20-29 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.