REI Customer Support Representative Interview Questions
& Process

I had a rather informal meeting with the head of the team. We discussed my approach to customer service and how I would handle the team's current sales targets. After that, I signed a preliminary letter to be considered for a seasonal associate onboarding group. However, I was never contacted to join a group, even though I was under the impression the interview went well. It seems the business's needs might have shifted, but it would have been good to get some follow-up.

The interview had two parts: a presentation and group tasks. First, there was a presentation about the managers' experience at REI, followed by the company's history and principles. Then, we moved to a group interview that lasted about an hour. We started with an ice breaker and then worked on three group presentations. Groups switched after each one. The first topic was what "real, alive, community" means to us. The second was a customer service scenario: you're the only staff member in a busy area, how do you handle it? The third was designing and presenting your dream tent. It was a really fun and relaxed atmosphere. Managers took notes while we discussed, likely looking for teamwork and leadership skills. The presentations were mostly to see how we interact with others. People with retail experience highlighted those skills. I wish I had promoted the co-op in the skits, showing comfort in asking people to join and explaining benefits.

I applied online through REI's job site and after a few weeks, got a call for a quick phone screening. Then, I was invited to a group interview with about 20 other people for positions in different areas like footwear, camping, customer service, etc. The store manager kicked things off with a 10-minute presentation about REI's background and values. We then did an icebreaker in a big circle, introducing ourselves and our favorite outdoor hobbies. After that, we were broken into smaller groups to work on activities and answer questions like 'what is customer service?'. We had about three activities, and after each, we'd get back in the circle to present our group's ideas. Throughout these activities, around 5 managers were observing how we interacted. They told us we'd hear back by phone the next day. I got an offer and they set up 3 days of training for the new hires, which was pretty great.