Customer Experience Guide - Seasonal

Patagonia; San Francisco (CA); On-site; USD 43,000 - 45,000; Full time

Benefits offered by this job

Wellness Time

Employee discounts

Job summary

Patagonia seeks a Customer Experience Guide for our San Francisco store. This seasonal role focuses on delivering exceptional, customer-centered service while embodying our environmental mission and activism.

You will help with product knowledge, merchandising, events, and store operations to support a welcoming, engaged community. You will participate in ongoing training, assist with front/back of house tasks, and collaborate with leadership to achieve store goals while upholding our values of

Qualifications

• Experience in customer service or sales, retail or related field preferred.
• Helpful and courteous approach to solving problems.
• Effective communication with team members and leadership.
• Adaptability to changing situations and priorities.
• Strong organization and detail orientation.
• Ability to prioritize tasks based on urgency and guidance.
• Reliable time management and punctuality.
• Self-motivation and teamwork in a fast-paced environment.
• Basic math and computer skills including register use.

Responsibilities

• Deliver best-in-class service by centering the customer in every interaction.
• Learn product knowledge and support knowledgeable assistance to customers.
• Maintain store standards for visual merchandising and stock.
• Assist with events, marketing activities, and community engagement.
• Support training and onboarding of new employees as needed.
• Follow security and loss prevention guidelines to maintain a safe store.
• Contribute to an inclusive, respectful work environment.
• Answer phones, support front and back of house operations, and assist in store repairs.

Skills

Customer Service/Customer Focused

Problem Solving

Communication

Adaptability/Ambiguity

Organization Skills

Prioritization

Time Management

Self-Motivation and Teamwork

Technical Learning

Job description

Job Title: Customer Experience Guide - Seasonal Team: Retail Location: San Francisco, CA Store Scope: Customer Service In-Person, CF2 Reports To: Retail Store General Manager Pay Range: $31.00- $33.00 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 3 months.

Benefits

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

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 bring 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 Cambridge store's current business hours are Sunday 11am-6pm and Monday-Saturday 11am-7pm. Our current hiring needs are for under 19 hours with open availability Friday - Sunday. Open availability is a plus. 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.

We’re in business to save our home planet, and we’re hiring. We are a company as much as we are a community and a movement, bringing people together with an unwavering sense of purpose. We hope you’ll explore the open positions listed here to find opportunities that align with your professional passions and expertise. If you don’t see any current opportunities that match what you’re looking for, please check back regularly and follow us on LinkedIn. For more immediate ways to support our mission and efforts to save our home planet, we encourage you to visit Patagonia Action Works where you can learn about opportunities to get involved with environmental organizations.