Customer Relations Representative

Gap Inc. - Groveport, OH3.8

Full-timeEstimated: $33,000 - $47,000 a year
About Gap Inc.
Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us.

About the role
We’re looking for a Customer Relations Representative to provide seasonal support to Gap Inc. stores and customers by fielding a variety of inbound call types. The Seasonal Customer Relations Representative position requires the ability to professionally manage complex customer issues and deescalate situations for both external as well as internal customers.

What you'll do
Ensure a superior customer experience, measured through quality monitoring and voice of the customer survey results, that fully supports the Gap Inc. brand promises including retaining and building customer loyalty

Ability to identify and appropriately direct critical or reoccurring customer service issues to mitigate risk to the company.

Achieve all stated effectiveness and efficiency metrics including, quality of service; call logging compliance and efficiency metrics outlined in Performance reviews.

Consistently and successfully deescalate customer issues while remaining empathetic in tone and demeanor.

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 to provide accurate information to both internal and external customers.

Thoroughly and accurately document customer contact information and feedback in departmental database.

Who you are
Bachelor's degree or equivalent experience

2+ years of experience in customer facingservice environment (retail and/or contact center), including managingescalated customer situations

Plus: Gap Inc. Brand store experience andbilingual in French Canadian or Spanish

Capability of working in a fast-paced environment and showing agenuine interest in satisfying the customer, while meeting our serviceperformance standards.
PC skills: Microsoft Office—Word, Excel, Outlook, internet orother software/database skills; knowledge of CRM systems, such as Salesforce, aplus.
Ability to effectively multi-task, including navigation of multiple systems at once.
Can independently manage escalated customer issues in a supportive team environment.