Customer Support Specialist - Level III - Ohio

Gap Inc.; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to join their dynamic team. In this role, you will thrive in a fast-paced environment, delivering exceptional customer experiences through multiple communication channels. Your problem-solving skills and customer-centric mindset will empower you to address unique customer needs effectively. With a focus on first contact resolution and leveraging technology, you'll play a crucial role in enhancing customer satisfaction. If you're ready to take on a challenging yet rewarding position, this opportunity is perfect for you.

Qualifications

• Proven experience in customer service in a fast-paced environment.
• Strong diagnostic skills in listening and analyzing customer issues.

Responsibilities

• Support strategies to maximize efficiencies and productivity.
• Provide excellent customer service and manage complex interactions.

Skills

Customer Service

Problem Solving

Communication Skills

Multi-tasking

Technical Skills

Education

High School Diploma

Bachelor's Degree

Job description

About the Role

In this role, you will work in an energizing, fast-paced environment focused on delivering exceptional service to our customers through multiple interactive channels of communication. You will be customer curious, supporting and improving the customer experience and satisfaction. You are an agile solution seeker and comfortable multi-tasking to solve problems quickly with satisfying solutions, empowered to do the right thing.

Please note that this position is a work-from-home role; all candidates must be commutable to our Hub located in Groveport, Ohio. All new hires are required to attend three weeks of training in its entirety. Week one of onboarding will take place in our Ohio Hub, and weeks two and three will be work-from-home.

What You'll Do

1. Support strategies, standards, and processes with a customer-centric mindset to deliver results and maximize efficiencies and productivity.
2. Provide excellent customer service by recognizing and responding appropriately to customer requests in an efficient and timely manner; manage unique or complex customer interactions.
3. Maintain a "do the right thing" mentality with a focus on providing first contact resolution, utilizing a variety of resources.
4. Deliver results through exceptional decision-making and problem-solving skills, with a focus on resolution for a positive customer experience.
5. Act as a “Brand Expert” on policies and procedures to provide accurate information to customers.

Who You Are

• Please submit a resume for this position (Required)

• This position is remote; however, you must be located in Ohio

• Proven experience in customer service in a fast-paced, multi-tasked environment; demonstrated abilities in managing escalated customer issues.

• Strong diagnostic skills in listening, probing, and analyzing to determine root causes and translate business problems into data-driven solutions.

• Ability to research process or transaction flows to identify errors and create innovative solutions that enhance the customer experience.

• Solution-oriented individual with strong verbal and written communication skills.

• Demonstrated technical and functional knowledge to assist in all workload areas.

• Proven experience leveraging technology and navigating multiple systems simultaneously.