Seasonal Customer Service Consultant

8/6/2019 Seasonal Customer Service Consultant

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Gap Inc Direct Seasonal Hiring

Apply online at WWW.GAPINC.COM/CAREERS

Seasonal Customer Service Consultant - Tier I

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Ability to identify and report any critical or reoccurring customer

service issues to Supervisor.

• Manage customer inquiries by providing product information and processing orders.

• Ensure a superior customer experience that fully supports the Gap

Inc. brand promises.

• Possess exemplary customer service skills.

• Ensure timely, one-call resolution with customers.

• Utilize suggestive sales techniques to meet established targets

• Demonstrate conflict resolution and interpersonal communication

skills in order to help deescalate customer issues while remaining empatheticin tone and demeanor.

• Utilize effective time management and prioritization skills in order

to handle a high volume of calls in a fast-paced environment.

• Comfortable working in a team focused environment.

• Flexibility and adaptability to rapid change.

• Initiate and maintain professional communication.

• Maintain motivation, identifying personal strengths and

opportunities and work with supervisor to develop career enhancing skills.

• Ensure effective communications—up, down and across the

business.

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http://www.gapinc.com/CAREERS

http://www.gapinc.com/CAREERS




Seasonal Customer Relations Representative


• Ability to master and use all of customer relations’ technicalresources to resolve customer issues in a timely manner.

• Efficient time management in order to support department service

level goals.

• Ability to identify and log critical or reoccurring customer serviceissues.

• Ensure a superior customer experience measured through quality

monitoring that fully supports the Gap Inc. brand promises including retainingand building customer loyalty.

• Consistently and successfully deescalate customer issues while

remaining empathetic in tone and demeanor.

• Recognize and act on Gap Inc.’s behalf to capture our customers’

feedback.

• Act as a customer advocate by researching and resolving complexcustomer 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 customers,including field teams, contact center teams, and vendors.

• Achieve all stated effectiveness and efficiency metrics

including, quality of service; call logging compliance and efficiency

metrics outlined in Performance reviews.

• Insure timely service of our customers by meeting customer

relations Service Level goals, as set forth by Gap Inc.

• Utilize professional conflict resolution and interpersonal

communication skills.

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• Provide call support to the GID call center and customer service

areas as needed.

• Input all customer contact information in departmental databaseusing a consistently accurate approach.

• Initiate and maintain professional verbal communication within the

department and across the business. Convey information to internal business

partners via established processes.

• Demonstrate Gap Inc.’s Principals of Integrity (POI) in dailyinteractions.

• Maintain motivation, identifying personal strengths and

opportunities and working with supervisor to develop career enhancing skills.

Seasonal Customer Support Specialist


• Ability to research and resolve (clear, cancel, customer/bank

follow-up) orders utilizing fraud tools.

• Make outbound and receive inbound customer phone calls to limitfraud. Resolve customer issues while following the department guidelines for

verification.

• Resolve orders that are held for fraud checks utilizing the fraudtools while maintaining department goal set for chargeback’s.

• 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.

• Working and resolving escalated contact center disputes which

include possible high dollar amount appeasements and/or reshipments.

• Ability to effectively communicate with banks and credit card

companies.

• Strive to enhance all business relationships by helping outteammates.

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• Use performance measures to control and enhance productivity and

quality.

• Actively receive and respond to feedback on performancemeasures.

• 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.

• 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 complexcustomer 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.

• Effectively operate in a high paced work environment, multi-

tasking several job responsibilities throughout a general workday.

• Utilize professional conflict resolution and interpersonalcommunication skills.

• Consistently maintain a high level of accuracy in noting customers’

orders and correspondence via email.

• Assisting in special customer support projects and maintainflexibility with regards to projects and job duties.

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• Provide input and ideas to enhance systems and programs.

• Initiate and maintain professional communications within the

department and across the business. Convey information to internal business partners via established processes.

• Demonstrate Gap Inc. Purpose, Values and Behaviors (PVB) in

daily interactions.

• Maintain motivation, identifying personal strengths andopportunities and working with supervisor to develop career enhancing skills.

• Timely completion of work.

Seasonal Merchandise Processor

MINIMUM QUALIFICATIONS:

• High school diploma or GED Certification - preferred

• Basic computer (10-key experience) & basic math skills (add,subtract, multiply, divide)

• Enthusiasm for customer service

• Must be at least 16 years of age

• Distribution services or warehouse experience preferred

• A moderate level of proficiency in speaking & understandingwritten & spoken English is required for this position

PHYSICAL QUALIFICATIONS:

• Stand and walk for up to 100% of shift

• Ability to lift, push, pull up to 50 lbs.

• Ability to lift, push, pull up to 20-30 lbs. for approximately 80% of shift

• Ability to go up and down stairs up to 10% of shift

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• Reach at shoulder level for approximately 80% of shift

• Reach overhead for approximately 50% of shift

• Must have sufficient arm/hands dexterity to process merchandise

orders

• Sufficient sight to accurately read product labels & safely move

throughout the distribution center

ENVIRONMENTAL FACTORS:

• All work is done inside a comfortable & friendly DistributionCenter/Warehouse environment.

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Seasonal Customer Service Consultant

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