Customer Care Escalation Associate in Grapevine, TX at GameStop

Date Posted: 10/25/2019

Job Snapshot

Job Description

Description:

Working under general supervision, the Customer Care Escalation Associate establishes and retains customer relationships through effective loyalty building practices and timely resolutions via e-mail/phone/chat contacts in a dynamic inbound/outbound Tier 2 service center environment for GameStop multi-channel, e-comm, stores, WIS, mobile, PowerUp Rewards, and PCD.  The role provides the primary support for off-shore vendors and ensures positive customer interactions.  Display a “Service Excellence” work ethic by working with a sense of urgency, timely communications and follow up to support field personnel and internal/external customers. Provide operations and administrative support to the GameStop Customer Care department by owning and quickly resolving escalated service issues. This role typically interacts with a supervisor daily for guidance and support. This role is generally characterized by working levels of scope, complexity, and independent decision making.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Serve as the “go to” person for any escalated customer issues received from GameStop Executive Office, Public Relations, Legal, BBB, field management, etc. Provide timely follow up and communicate resolution appropriately. 

• Facilitate timely communications with customers regarding resolutions and/or pending actions as required or directed.

• Demonstrate commitment to service excellence as a Tier 2 contact for off shore vendor and intervene with the call when needed.

• Serve as subject matter experts, taking ownership of obtaining information/clarification that is needed. Build business relationships by working closely with the project managers or business owners.

• Meet service level expectations for initial response for escalated emails in shared email inboxes.

• Report and communicate Customer Care operational issues, concerns or suggestions for improvement to the Customer Care department management.

• Take responsibility for team/department success by serving as backup for team member’s assigned areas of responsibilities.

• Provide data/contact research for Legal regarding customer legal matters

• The execution and follow-up of specialized duties and action items as may be defined and/or required, within the general scope and nature of this role.

• Manage service interactions by exhibiting a superior level of quality customer service and retain loyal customers through effective listening, communications and negotiation skills.

• Take ownership of managing personal average handle time, schedule adherence, response time, queue availability and resolutions to ensure service level agreements are met while effectively communicating value and service offerings to build and retain customers.

• Conduct relationships in a manner acceptable to others and to the organization, within all parameters of GameStop’s respectful workplace policies

• Work closely and cooperatively with functional leaders throughout the organization to research and respond to customer issues involving their departments.

• Demonstrate high levels of professional maturity, emotional intelligence, business acumen, and productive relationship management.

• Model the organization’s commitment to a respectful work environment, ethical conduct, diversity and inclusion.

RELATED COMPETENCIES

• Enhancing The Customer Experience – Effectively meets customer needs, builds proactive customer relationships, and takes ownership and responsibility for all outcomes of processes, directives, duties, and responsibilities as directed.

• Customer Focus – Makes customers and their needs a primary focus of one’s actions, develops and sustains productive relationships with both internal and external customers.

• Communication – Accurately comprehends messages from others and responds appropriately, checks for understanding from recipient, and presents message in different ways to enhance understanding.

• Decision Making – Identifies and understands issues, problems, and opportunities, uses effective approaches for choosing a course of action or developing appropriate solutions, takes action that is consistent with available facts, constraints, and probable consequences.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• High School Diploma or GED required - some college education (1-2 years) preferred

• A minimum of 1 year of experience as a GameStop Store Associate or equivalent work experience in customer service required.

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Ability to communicate effectively with others using written and spoken English — bilingual (English/Spanish) skills a plus.

• Proficient knowledge of Microsoft Office Suite (Outlook, Word, Excel, etc.)

• Proficient typing and data entry skills (accuracy and speed) minimum 35 wpm typing speed.

• Proficient analytical, problem-solving and decision-making skills.

• Proficient self-motivation and ability to work with little supervision and as part of a team to complete necessary tasks in a timely manner.

• Ability to remain effective under pressure, and handle stress in a manner that is acceptable to others and to the organization

• Proficient understanding of GameStop's products, processes, and policies

• Proficient understanding of basic conflict resolution skills, including but not limited to, active listening, empathy, and the ability to determine and implement mutually beneficial resolutions that enhance a positive customer experience.

• Ability to demonstrate poise and patience consistently in a fast-paced, potentially high-pressure customer service environment with largely unpredictable variances in activity.

• Able to meet timelines and deadlines and prioritize workload as may be required.

• Flexibility to work any shift during which time the Customer Care center is active, including evenings and weekends.

• Flexibility to work extended hours as needed during peak periods or midnight launches.

• Demonstrate professional demeanor, acumen, and appearance at all times as a representative of GameStop, Inc.

• Demonstrate ability to champion, model, and influence others with customer-focused behaviors that lead to outstanding positive customer experiences.

• Consistently demonstrate a commitment to GameStop policies and procedures including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.