Your mission, if you choose to accept our position, is to support to our stores on the front lines, through work order management to maintain the Gap, Inc. fleet of stores. Ensuring stores are safe & secure and maintaining brand standards is a top priority. Be prepared to partner with the Store Maintenance Field Team, Brand Operations, outside maintenance vendors, and the greater Store Development team.
This individual contributor, Store Support Agent, requires a passion for customer service with strong analytical skills. The individual best suited for this role will leverage advanced customer service and communication skills to address store maintenance questions and issues, as well as educating stores on Store Maintenance processes. A successful candidate for this position is an intuitive and critical thinker and someone who can proactively identify trends. The agent will work closely with stores and national vendors to drive resolution of work orders via outbound calling, emailing and working in ServiceChannel. Agents will also take inbound calls as needed, ensuring our goal of 92% of work orders are resolved within the Service Level Agreement for each category.
As an agent you will support the Store Maintenance and Store Development cross-regional teams to ensure all requests for service and escalations are handled appropriately and within SLA
Expect to follow up with vendors, pull reporting, drive timely issue resolution, analyze complex issues and identify trends to help innovate new ideas and processes
Daily work includes work order management for store maintenance issues where you will need to consider brand standards and costs across all Gap, Inc. brands to ensure the customer experience is maintained across our store fleet
You will be expected to work with team and management on improvements to process and procedures to enhance the customer experience
You will be expected to communicate effectively, both verbally & written
You will need to establish a strong rapport with customers and business partners, and genuinely convey a sense of urgency and concern for issues at hand
Successful agents are professional, friendly, quick, confident and knowledgeable
Proficient with Microsoft Office: Excel and Word
Experience in work order management software
2-4 years customer service experience
Familiarity with facilities and/or store maintenance issues
Ability to motivate self with a growth mindset
Thinks logically, methodically and intuitively.