Emergency Support Specialist Full Time

Bring your passion for public safety and emergency management to REI, one of Forbes 100 Best Companies to Work For 22 years running. Join our brand new Co-op Emergency Coordination Center (CECC) team, the co-op’s version of a Global Security Operations Center. This team responds to all emergencies reported to the CECC and provides support, direction and prepares documentation to assist in response and recovery efforts. The team monitors a variety of intelligence sources including news and social media to identify risks, build social intelligence and mitigate risk to co-op assets, people and operations. The CECC team provides communication and advisories to impacted business partners. Models and acts in accordance with REI’s guiding values and mission.

• Responds to emergencies reported to the CECC by phone, email or chat and follows established procedures to determine the severity of the incident.
• Uses advanced problem-solving skills, sound judgement, tact, discretion and calm to gather information and initiate appropriate next steps and documentation.
• Interviews callers to collect information about the emergency or issue and leads the caller through initial assessment and mitigation steps
• Provides guidance to callers to ensure immediate safety and scene stabilization
• Monitor all types of threats and risks to the co-op, its people and brand. Using intelligence gathered through news, social media and other sources, anticipate and communicate the potential impacts of things like civil unrest, severe weather events, natural disasters, infrastructure issues, etc.
• Recommend proactive solutions to mitigate risks.
• Use tools like Everbridge and ServiceNow to notify or initiate appropriate next steps
• Follow co-op Emergency Coordination Center actions plans and support Business Continuity efforts by providing intelligence and documentation used for decision making and communication to the field.
• Maintain an in-depth knowledge of emergency response processes and procedures for stores, distribution centers and headquarters
• Provide constructive input on guidelines and practices that will enhance the quality of service and support the CECC provides.
• Work location is your home, but must be within 30 miles of an REI location. You will travel to that REI location in the event of a power or internet outage at your home. Occasional visits to this or other REI locations may be required.
• Work location must have reliable power and high speed (>100Mbs) broadband internet.

Responsibilities And Qualifications

• Strong desire to provide exceptional service in emergent or high-stress situations
• Strong familiarity with computer software and programs including Avaya, Everbridge, Service Channel, Teams or equivalents
• Ability to work any shift, including weekends and serve in an on-call rotation that include holidays
• Exceptional verbal and written skills – ability to quickly and efficiently gather and distill complex information.
• Proven ability to perform well under pressure
• 4-5 years customer support experience
• 1-2 years working in emergency management or related field
• Demonstrated ability to multi-task using a computer to navigate through multiple screens
• Strong organizational skills
• 2-3 years in risk sensing or intelligence gathering functions
• Ability to respond to shifting priorities in a dynamic environment
• Ability to meet or exceed attendance requirements, providing reliable, predictable attendance.
• Consolidates information from various sources including feedback from others to reach sound decisions.
• Actively participates and collaborates with others on one’s own team and across REI for the achievement of business goals.
• Possesses a continuous improvement mindset
• Considers the ultimate impact of decisions and actions on internal and external customers.
• Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
• Executes effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals.

Closing

At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there’s strength in our diversity – that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you’re backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.

Pay Transparency

We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.

REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.

Pay Range

$24.86 – $37.31 per hour