Customer Relations Specialist Gap Inc. Corporate 2,302 reviews - Groveport, OH Gap Inc. Corporate 2,302 reviews Read what people are saying about working here. Our past is full of iconic moments but our future is going to spark many more. We're looking for the people who'll help make our next decade just as revolutionary as our first five. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, you're the right fit. Come grow with us. GENERAL SUMMARY: The Customer Relations Representative position provides support to Gap Inc. stores and customers by fielding a variety of inbound call types. The Customer Relations Representative position requires the ability to professionally manage complex customer issues and deescalate situations for both external as well as internal customers. ESSENTIAL DUTIES & RESPONSIBILITIES: Business & Finances: * Ability to master and use a variety of resources to resolve customer issues in a timely manner. * Efficient management of time and resources to support department service level goals. * Ability to identify and appropriately direct critical or reoccurring customer service issues to mitigate risk to the company. Customers & Markets: * 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. * 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. * Maintain a strong working relationship with our customers, including field teams, contact center teams, and vendors. Managing & Operating Practices: 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. * Provide support to other areas of the contact center as needed (calls, emails, social media, etc). * Thoroughly and accurately document customer contact information and feedback in departmental database. Leadership: * 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 daily interactions. * Maintain motivation, identifying personal strengths and opportunities and working with supervisor to develop career enhancing skills. REQUIRED QUALIFICATIONS: Knowledge, Skills & Abilities: * A passion for the customer and ability to deliver exceptional customer service on a consistent basis. * Strong problem solving and decision making skills. * Capability of working in a fast-paced environment and showing a genuine interest in satisfying the customer, while meeting our service performance standards. * Professional telephone voice and phone etiquette. * Excellent oral and written communication skills. * Ability to effectively multi-task, including navigation of multiple systems at once. * Can independently manage escalated customer issues in a supportive team environment. * Strong organizational skills. * PC skills: Microsoft OfficeWord, Excel, Outlook, internet or other software/database skills; knowledge of CRM systems, such as Salesforce, a plus. * Bi-lingual (French Canadian or Spanish) skills a plus. Education: * Bachelors degree or equivalent experience preferred Experience: * Minimum 2 years experience in customer facing service environment (retail and/or contact center), including managing escalated customer situations. * Gap Inc Brand store experience a plus! KEY BENEFITS: * Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta. * One of the most competitive Paid Time Off plans in the industry.* * Employees can take up to five on the clock hours each month to volunteer at a charity of their choice.* * Extensive 401(k) plan with company matching for contributions up to four percent of an employees base pay.* * Employee stock purchase plan.* * Employees receive medical, dental, vision and life insurance.* * Employees can apply for tuition reimbursement.* * Family care programs. * Commuter benefits. * Pet Discount Program. * For eligible employees Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. In 2016, Gap Inc. was named one of the Best Places to Work by the Human Rights Campaign for the thirteenth consecutive year and was the sole winner of the Catalyst award for equality in the workplace in 2016. Gap Inc. - 8 hours ago - save job - report job - original job Apply Now Apply On Company Site Save this job