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For your reference, we have included the original job posting below.
Seasonal Customer Support Specialist I
Job Number:
26461420
Company Name:
The GAP, Inc. Direct
Job Location:
Grove City, OH US
Job Category:
Customer Service
Minimum Education:
Some College
Seasonal Customer Support Specialist I
Categories: Customer Service Support
1. Business & Finances: ? Ability to research and resolve (clear, cancel, customer/bank follow-up) orders utilizing fraud tools. ? Make outbound and receive inbound customer phone calls to limit fraud. Resolve customer issues while following the department guidelines for verification. ? Resolve orders that are held for fraud checks utilizing the fraud tools while maintaining department goal set for chargebacks. ? Be comfortable working in a PC environment using an order entry system for order review, fraud review and order entry, and an email system for email management. ? Ability to effectively communicate with banks and credit card companies. ? Strive to enhance all business relationships by helping out teammates. ? Use performance measures to control and enhance productivity and quality. ? Actively receive and respond to feedback on performance measures. ? Maintain and uphold all department standards including quality scores, business actions, and productivity levels. ? Assist in all other areas of Gap Inc Direct including the call center and distribution center.
2. Customers & Markets: ? Effectively identify customers? needs and provide accurate solutions. ? Ensure a superior customer experience that fully supports the Gap Inc. brand promises including retaining and building customer loyalty. ? Consistently and successfully deescalate customer issues while remaining empathetic in tone and demeanor. ? Recognize and act on Gap Inc.?s need to capture our customers? feedback. ? Act as a customer advocate by researching and resolving complex customer concerns in an accurate and timely fashion. ? Become an expert on brand policies and procedures in order to provide accurate information to both internal and external customers. ? Maintain a strong working relationship with our internal customers, including field and contact center teams.
3. Managing & Operating Practices: ? Effectively operate in a high paced work environment, multi-tasking several job responsibilities throughout a general workday. ? Utilize professional conflict resolution and interpersonal communication skills. ? Consistently maintain a high level of accuracy in noting customers? orders and correspondence via email. ? Assist in special customer support projects and maintain flexibility with regards to projects and job duties. ? Provide input and ideas to enhance systems and programs.
4. Leadership: ? Initiate and maintain professional communications within the department and across the business. Convey information to internal business partners via established processes. ? Maintain motivation, identifying personal strengths and opportunities and working with supervisor to develop career enhancing skills. ? Timely completion of work.
Requirements:
REQUIRED QUALIFICATIONS: 1. Knowledge, Skills & Abilities: ? A passion for the customer and ability to deliver exceptional customer service on a consistent basis. ? Intermediate Order Management System understanding and skills. ? Provide outstanding customer service by demonstrated abilities in managing escalated customer issues with limited assistance. ? Strong problem solving and decision making skills. ? Capability of working in a fast paced environment, multi-tasking, and showing a genuine interest in satisfying the customer, while meeting our service performance standards. ? Professional telephone voice and phone etiquette. ? Excellent analytical, oral and written communication skills. ? Strong organizational skills. ? Attention to detail. ? Demonstrated teamwork and flexibility. ? PC skills: Microsoft Office?Word, Excel, Outlook, internet or other software/database skills.
2. Education: ? High School Diploma or GED with some college preferred.
3. Experience: ? 1 ? 3 years in Customer Service and Contact Center Operations. ? 1 year experience with credit card service and banks a plus.
