Email/Chat Specialist II (Nights/Weekends) - Ohio
Gap Inc.

Job Info

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About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.    

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

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 as you support and improve the customer experience and satisfaction. You are an agile solution seeker and are comfortable multi-tasking to solve problems quickly with satisfying solutions while empowered to do the right thing.

What You'll Do

• Provide excellent customer service by recognizing and responding appropriately, in verbal and written format, to customer's requests in an efficient and timely manner
• Embracing a mentality of doing the right thing with focus on providing first contact resolution, utilizing a variety of resources
• Deliver results through exceptional decision quality and problem-solving skills, with an extraordinary focus on resolution for a positive customer experience
• Act in the capacity of "Brand Expert" on policies, procedures, and promotions to provide accurate information to both internal and external customers
• Use established tools and procedures to identify, organize and categorize information

Who You Are

• Experience driving customer satisfaction through chat and/or email and/or voice communication preferred
• Proven experience in customer service and/or a high pressured, multitasked environment
• Solution oriented individual with strong written and verbal communication skills
• Able to manage complex issues and de-escalate situations
• Ability to create innovative solutions and processes that enhance the customer experience
• Great at leveraging technology and navigating multiple systems at once

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• 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 employee’s base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*
• See more of the benefits we offer.

*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. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we've been named as one of the Best Places to Work by the Human Rights Campaign for the seventeenth consecutive year and have been included in the 2021 Bloomberg Gender-Equality Index for the fourth year in a row.

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