Customer Experience Guide

Job Details

Role:
Customer Experience Guide - Full Time

Team:
Retail

Scope:
Individual Contributor, CF2

Reports To:

General Manager

Pay Range: $29.75 - $31.75

Location:

Santa Cruz, CA

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.

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 responsible for the store’s success through customer service, merchandising, operations, events, and environmental activism.

Peer relationships are 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.

• 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 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, 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.

• You are an environmental activist—knowledgeable about environmental and social issues, 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 experiences 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; experiment and will try different options to find solutions to share with the team to optimize operations and customer experience.

• 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…