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The Gap Inc.

Customer Relations Representative III

The Gap Inc. - Groveport, OH

Customer Relations Representative III','235365','!*!GENERAL SUMMARY: 

The Customer Relations Representative III position

is a multifaceted role, which requires the ability to manage complex customer

issues, monitor departmental service levels, and maintain constant communication

with Leadership. The Customer Relations Representative III will field a variety

of calls including risk management issues, cash processes issues, escalated

customer concerns, and Customer Relations Representative II questions.  In addition to taking inbound calls, the Customer

Relations Representative III is expected to work closely with Leadership to

monitor departmental performance to improve productivity, quality, and

efficiency.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

Deliver

a positive and branded customer experience via phone, letter and/or email, for

the purpose of increasing brand loyalty and customer retention.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 and in navigating resources in order to

provide accurate information to customers and to Tier II agents via Help

Desk function.Consistently and

successfully deescalate customer issues while remaining empathetic in tone

and demeanor; set the standard for the Tier II agents to emulate.Accurately input

all customer contact information and feedback details in online customer

relationship management database.Recognize

potential risk situations and follow established protocols to escalate

appropriately and mitigate risk to the business. Responsibly

research customer transaction information and handle payment card

information within compliance of all PCI guidelines.Build and maintain

a strong working relationship with customers, Tier II agents, leadership,

brand field teams, contact center teams, and vendors.Achieve all stated

effectiveness and efficiency metrics including, departmental service

levels, quality of service, call logging compliance and efficiency metrics

outlined in Monthly Performance Reviews.Partner with supervisor

on duty to ensure appropriate staffing is in place, e.g. scheduling

overtime, offering voluntary time off (VTO), approving non-phone projects

and soliciting Option 1 assistance as needed to meet call demand.Professionally

handle and resolve executive level inquiries, including highly elevated store

customer relations calls.  Identify

and escalate critical training and/or quality issues and call drivers to leadership.Consistently

maintain a high level of accuracy in completing departmental forms including

meeting a 24 business hour turnaround on all risk management and escalated

customer incidents.Make

proactive and detailed call-outs to leadership when service levels are at risk.Partner

with leadership to identify creative opportunities to improve upon departmental

and organizational processes, thereby enhancing the customer experience.Create

and maintain a positive and motivational environment amongst Tier II agents,

acting as a role model for positive behavior and leadership skills.Work

with direct manager to recognize personal strengths and opportunities and

develop career enhancing skills.

','!*!REQUIRED QUALIFICATIONS:

Knowledge, skills & abilities:

A

passion for the customer, resulting in delivery of exceptional customer service

on a consistent basis.  Advanced

understanding and demonstrated application of de-escalation skills such as

empathy and active listening. Advanced

problem solving and decision making skills.Proven

ability to manage self and resources effectively and efficiently.Proven

ability to deliver results in a fast-paced, ever-changing environment.Excellent

verbal and written communication skills.Proven

high levels of integrity and trustworthiness.Demonstrated

drive for results.Demonstrated

ability for priority setting, multi-tasking and time management.Strong

organizational skills.Professional

telephone voice and phone etiquette.Understanding

of call center operational management, including service levels and workloads.PC

skills: Microsoft Office—Word, Excel, Outlook, internet or other

software/database skills. Knowledge of Avaya, eWorkforce, Salesforce.com or

Moxie a plus.Bi-lingual

(French Canadian or Spanish) skills a plus.

 Minimum educational level:

Bachelor’s

degree and/or equivalent experience

 Minimum

experience:

3-5

years of customer service experience, preferably in a call center environment.Previous

experience managing escalated customer situations.Gap

Inc. Brand Store experience a plus.

 Schedule

Requirements:

Ability

to flex work schedule to meet business needsAbility

to assist other areas of business as needed, including, but not limited to,

taking Option 1 & 2 Customer Relations Calls, Store Referral Calls, and

email function.

','US-OH-GROVEPORT','US-CA-ROCKLIN, US-OH-GROVE CITY','Full-time','Corporate','Customer Service/Call Center','Diana Evans','Diana_Evans@gap.com','Customer Relations Representative III']);

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17 days 22 hours ago

The Gap Inc.

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Customer Relations Representative III The Gap Inc. - Groveport, OH, United States

   

Location: Groveport, OH