Seasonal Sr. Coordinator, Escalations

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 your 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 support to internal and external customers for all of our brand stores in North America through multiple interactive channels of communication.

Manage unique, complex or sensitive customer interactions on behalf of Gap Inc. with the ability to determine solutions independently, think creatively and implement rapidly

Ability to evaluate risk level, assess the situation, make judgement and determine appropriate resolution/escalation

Provide excellent customer service by recognizing and responding appropriately to customer’s requests in an efficient and timely manner; handle complex or sensitive customer interactions on behalf of Gap Inc

Deliver results through exceptional decision quality and problem-solving skills, with an extraordinary focus on resolution for a positive customer experience

Assist team members with questions and guides them toward resolutions that enhance the customer satisfaction and loyalty.

Who You Are

Proven experience in customer service and/or a high pressured multitasked environment

 Solution oriented individual with strong verbal and written communication skills

 Able to manage complex issues and deescalate situations 

 Ability to research process or transaction flow to identify root cause of errors and to create innovative solutions and processes that enhance the customer experience

 Proven experience leveraging technology and navigating multiple systems at once