Customer Experience Guide
Location: Palo Alto, CA
Reports to Retail General Manager
WHO YOU ARE
Our retail stores are where the brand comes to life, and as a
Customer Experience Guide, you're the embodiment of the brand for
our customers. You welcome, assist and engage customers by
providing a positive experience for everyone who comes in-ensuring
that the customer's needs are understood and met. You focus on
building relationships. You share your knowledge of core sports and
products, your passion for the community and your efforts to
protect the local environment. You contribute to a team that is
responsible for the store's success through customer service,
merchandising, operations, events, and environmental activism. All
employees are encouraged and empowered to solve problems creatively
and put the customer's needs at the center of everything we do.
YOU ARE AN ENVIRONMENTAL ACTIVIST.
* You engage customers and inspire them to get involved. * You
participate in the annual local granting process. * You 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.
YOUR CUSTOMER SERVICE IS NOT BOUND BY CONVENTION.
* You determine and meet the specific needs of each customer
and creativity. * You extend invitations for future brand
engagement. * You handle product returns in the spirit of our
Ironclad Guarantee. * You maintain a positive attitude at all
YOU ARE ACTION-ORIENTED AND TAKE INITIATIVE.
* You support and strive to achieve all store goals. * You
merchandise the store during downtimes: folding, hanging,
YOU VALUE AND DEMONSTRATE QUALITY IN ALL THAT YOU DO.
* You ensure accuracy in all point of sale operations. * You
accurately fulfill online orders and inventory transfers and are
to avoid losing items. * You practice security measures that
help prevent theft and understand how
to safely handle shoplifters. * You practice safety
consciousness at all times.
YOU ARE A LIFE-LONG LEARNER AND TEACHER.
* You participate in all required training. * You assist in the
training of fellow employees. * You aim to teach and learn
something every day.
WHO WE ARE
"We're in business to save our home planet."
Build the Best Product
In retail, our best product is the world-class service we offer
our customers. We create amazing and memorable experiences that
leave our customers feeling stoked.
Cause No Unnecessary Harm
Our stores are intended to be gifts to the community. We
renovate old buildings into storefronts using low-impact practices
and materials. In addition, our retail stores, working with our
Worn Wear program, extend the life of customers' old gear by
repairing, reselling or recycling it.
Use Business to Protect Nature
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.
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.
WHO WE'RE LOOKING FOR
We want candidates with proven service experience who thrive in
a team-based atmosphere. We're seeking people who are passionate
about their communities, the environment and caring for others. We
need people who participate in and appreciate our core sports.
Folks who deal well with ambiguity, learn on the fly, demonstrate
sound judgment and solve problems creatively are most successful
with us. We're looking for someone who builds and maintains
relationships with ease and desires to put the customer at the
center of everything they do.
* Able to stand/walk for extended periods of time on the sales
floor. * Continually able to reach overhead, bend, squat, kneel and
carry products necessary for customer service, inventory stocking
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 boxes up to 55 pounds. *
Comfortable climbing ladders.
Our stores are open seven days a week. The number of scheduled
hours per week varies. You must be available to work a minimum of
one weekend day, one opening shift and one closing shift per week.
You must report to work on time or provide notification in advance
if absent or late.
Patagonia provides employees with a robust benefits package
(unique to each role) that may include environmental internships,
free health insurance, paid vacation, paid holidays, an alternative
commute reimbursement program, leaves of absence, employee
discounts, complimentary product, 401k match and
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.
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.