Customer Service Representative

Objective

Deliver an exceptional, hands-on customer service experience by owning service interactions from first contact through final resolution. This role blends customer support, problem solving, and operational execution-managing service cases, orders, repairs, and returns while collaborating across teams and supporting light warehouse activities. Every day brings new challenges and variety, with a consistent focus on helping customers succeed, resolving issues efficiently, and ensuring accurate, high-quality outcomes.

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

• Respond to customer inquiries via phone or email in a timely and professional manner
• Identify and evaluate customer’s needs, create cases, issue return authorizations, and communicate to appropriate departments as needed
• Provide ongoing follow-up to customers to ensure issues are resolved
• Provide accurate information regarding products, services, and policies
• Organize and prioritize workload to meet department and customer demands promptly, accurately, and efficiently
• Obtain payments and record sales orders for non-warranty repairs
• Process orders, returns, exchanges, repairs, and account updates accurately
• Handle product returns for repair while managing exchanges and shipping updated products to customers
• Document customer interactions and maintain detailed records in company systems including account/contact information, warranty, and asset records
• Perform light warehouse duties, including labeling, packaging, and maintaining the parts inventory system
•  Assist in maintaining the department’s knowledge base
• Other duties as required

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
• 1-2 years of experience in customer service role
• 1-2 years of experience using customer service software and Microsoft Office Suite
• Strong verbal and written communication skills
•  Ability to multitask, prioritize, and manage time effectively
• 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.