Product Services Representative I

At REI, you’ll have the opportunity to expand your customer service and product knowledge while working closely with teams across the organization. As a Product Services Representative I, you will assist customers with product repairs, exchanges, and warranty-related questions. You’ll play an important role in ensuring customer requests are handled accurately, efficiently, and professionally while delivering a positive customer experience.

Essential Functions: include the following. Other duties may be assigned.

• Provide professional and responsive customer support through phone, email, and other communication channels
• Process product repair, exchange, and warranty requests in accordance with established procedures, while keeping customers informed of service status and expectations
• Communicate with customers regarding repair estimates, applicable charges, and service requirements; process sales orders associated with warranty-related services
• Create, maintain, and update customer records, service documentation, and related information accurately and timely
• Receive, inspect, package, and ship products in accordance with established handling and shipping procedures
• Maintain accurate inventory, product, and service records
• Research and resolve complex customer issues requiring coordination and communication across multiple departments
• Follow established company policies, procedures, and documentation requirements; escalate complex or unresolved issues to the appropriate department or level of management
• Maintain organized inventory, work areas, and service-related materials to support efficient operations
• Identify opportunities to improve processes, efficiency, and the overall customer experience, and communicate recommendations to appropriate team members or management
   

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Position Type/Expected Hours of Work

This is a full-time position. Hours of work are expected to align with REI’s normal business

hours, Monday-Friday.

Required Education and Experience: To perform this job successfully, an individual must

be able to perform each essential duty satisfactorily. The requirements listed below are

representative of the knowledge, skill and/or ability required.

• High school diploma or GED required
• 1-3 years of experience in customer service or customer support role required; experience with product support, shipping, inventory management, or related field preferred
• 1-3 years of experience using customer service software and Microsoft Office Suite
• Strong verbal and written communication skills, with the ability to communicate professionally and effectively with customers and internal team
• Demonstrated ability to manage multiple tasks, prioritize responsibilities, and effectively manage time in a fast-paced environment
• A positive attitude and a genuine desire to help others
• Ability to work in fast paced environment, working independently and collaboratively with a team
• Strong problem-solving skills and high attention to detail

Travel

This position does not require travel.

Physical Demands

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodation may be made to enable individuals with disabilities to perform the

essential functions.

This role is physically demanding and requires the ability of pushing, pulling, stooping,

kneeling, typing, crouching, and lifting. Requires the ability to lift up to 40lbs. Requires the

ability to stand for long periods of time. Typical office environment.