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 teamis 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, focusing on handling inbound fraud-related calls from both internal and external customers. You will mitigate loss by quickly identifying fraud trends and making informed decisions using sound judgement. You are an agile solution-seeker and are comfortable multi-tasking to solve problems and de-escalate customer concerns with confidence and professionalism.
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
- Supports strategies, standards, and processes, using a customer centric mindset to deliver results and maximize efficiencies and productivity
- Provide excellent customer service by recognizing and responding appropriately to customer’s requests in an efficient and timely manner; manage unique or complex customer interactions
- Do the right thing mentality 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 and procedures to provide accurate information to customers
Who You Are
- Please submit a resume for this position (required)
- This position is a work-from-home role; all candidates must be commutable to our Hub located in Groveport, Ohio
- Proven experience in customer service in a fast paced, multi-tasked environment; Demonstrated abilities in managing escalated customer issues
- Create with audacity through using your strong diagnostic skills in listening, probing, and analyzing to determine the root cause of errors and translate business problems into data driven solutions
- 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
- Solution oriented individual with strong verbal and written communication skills
- Demonstrated technical and functional knowledge and skills to assist in all areas of workload
- Proven experience 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. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.
