Customer Experience Guide - Seasonal

Job Title: Customer Experience Guide - Seasonal

Team: Retail

Location: Palo Alto, CA Store

Scope: Customer Service In-Person, CF2

Reports To: Retail Store General Manager

Pay Range: $30.70 - $32.70 per hour

Seasonal Positions: Seasonal employees are hired for a defined, limited-duration period when business needs increase due to a peak season or other short-term staffing need. Seasonal employees may be regularly scheduled but may not work more than 19 hours per week, 76 hours per month, or 500 hours in a rolling 12-month period. Employment remains at-will, and seasonal employment does not guarantee employment for any specific length of time.

Time Frame: This Seasonal role has a defined start and end date and is projected to be 6 months.

Benefits: Seasonal employees are not eligible for Company-sponsored benefits, except Wellness Time, employee discounts and any benefits required by applicable law.

As a Customer Experience Guide-Seasonal, you are an important part of customers’ experience in our retail stores. You will support our core teams through peak seasons, sales, and when otherwise needed to help the core team maintain our customers’ experience. Customer Experience Guides are the embodiment of the brand for our customers. You will contribute to Patagonia’s daily front-line retail store and customer experience activities. Among other duties, you will focus on sales and customer service and stocking and staging products on the retail floor. You will engage in day-to-day activities that keep customers satisfied. You will learn about our products, share your passion for the community, and share your efforts to protect the local environment. 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

• We are in business to save our home planet: You use the company’s purpose and core values as guides for decision making, and act as a brand advocate inside and outside of the store.

• Your customer service is not bound by convention! Deliver best-in-class service by centering the customer in everything we do. Utilize selling sense skills and connect our communities to a life outdoors.

• You are an environmental activist! You participate in our Activism program by utilizing your 18 Activism Hours to support your community, partner with local non-profits by engaging in the grants and donations processes, and inspire customers and your colleagues to get involved.

• Product and Business Knowledge : You are committed to learning about our products, including technical aspects of products in our core sports, to support your ability to serve our customers. You actively seek out information about new products and business services and incorporate it into your everyday customer service practices.

• Warehouse: You process shipments, support physical inventory, and restock the sales floor. You assist with sale prep/breakdown, product transfers, donations, etc.

• Visual: You maintain our visual store standards for a stronger customer experience by folding, hanging, buffing, steaming, dressing mannequins, stocking the floor, etc., as part of your everyday responsibilities.

• Marketing: You participate in the Retail Marketing program by helping in event production and execution and bringing forth ideas for engaging your community.

• Training: You participate in ongoing training to maintain a solid understanding of our company and assist in the training of fellow/new employees while supporting and striving to achieve store goals.

• Security and Loss Prevention: You practice security measures that help prevent theft and understand how to handle safety situations. You report and resolve concerns quickly to maintain a safe and secure environment while maintaining a clean and organized store.

• Inclusion: You are deeply committed to creating a work environment that is supportive, positive, respectful, and free from harassment. You are open, feedback driven, and ensure accountability.

• Other Duties: You ensure accuracy in all POS operations and utilize the spirit of our Ironclad Guarantee and Worn Wear programs. You will answer phones, work events, support front of house and back of house operations, and support in store repairs while successfully communicating with the leadership team and customer service.

WHO YOU ARE

• You are an environmental activist- You are knowledgeable and curious about environmental and social issues. You act 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 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 contribute engagement, are self-driven, and get things done efficiently and effectively.

• You are a lifelong learner and teacher- You are open to change and will try different options to find solutions to share with the team to optimize operations and customer experience.

EXPERIENCE YOU BRING

• Customer Service/Customer Focused: Proven customer service and/or sales skills, previous retail or related customer service experience preferred. Interest in or are eager to learn about our products and services.

• Problem Solving: Helpful and courteous approach to solving problems.

• Communication: Effective communication skills with team members and leadership and able to participate in constructive feedback and assist in conflict management.

• Adaptability/Ambiguity: Adaptability to changing situations and priorities while maintaining a positive workplace morale. Can pivot on the fly and support team engagement.

• Organization Skills: Proven organizational skills and attention to detail.

• Prioritization: Able to assign orders to and complete tasks based on their urgency and importance outlined by leadership.

• Time Management: Ability to show up ready to work on time every day and meet deadlines or communicate issues cross-functionally.

• Self-Motivation and Teamwork: Self-motivated and possess the ability to thrive in a team-oriented environment.

• Technical Learning: Basic math and computer skills and accuracy with money handling and register use preferred.

PHYSICAL REQUIREMENTS

• Able to stand/walk for extended periods of time with working shifts up to 8 hours per day

• 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

Our stores are open seven days a week. The Palo Alto store's current business hours are 11am - 7pm daily. Our current hiring needs are for under 19 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.

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.