Customer Care Support Associate in Grapevine, TX at GameStop

Date Posted: 3/31/2021

Job Snapshot

Job Description



Working with direct supervision, the Customer Care Support Associate supports the Customer Care department in a fast paced, dynamic Tier 2 service center environment.  They assist GameStop Multi Channel, field partners, PowerUp Rewards and PC Downloads with scheduled and non-scheduled specialized tasks including agent-triggered alerts, advanced account research, and administrative functions essential to the success of the Customer Care organization and the exceptional customer experiences it helps to create. This role interacts with a lead, supervisor, or manager frequently, often several times daily, for guidance, direction, and support. This role is generally characterized by working levels of scope, complexity, and independent decision making.


• Responsible for external/internal customer correspondence, including researching and resolving inquiries from the Better Business Bureau, Attorney General’s Office, Legal, PR, and other inquiries submitted through snail mail, emails, and social media. 

• The execution and follow-up of specialized duties and action items as may be defined and/or required by the leadership staff.  Responsibilities will include customer-affecting action items such as replacements, appeasements, refunds, and other specialized tasks.

• Display a sense of urgency in resolving issues for the customer care department, business stakeholders and offshore vendor by fielding inquiries regarding GameStop products and services.

• Promote and communicate procedures and company policies to agents and off shore partners.

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

• Actively evaluate tasks and processes; make improvement recommendations to leadership and business owners.

• 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.

• Manage relationships in a manner acceptable to the organization and to others.

• Perform other responsibilities as assigned, within the general scope and nature of this role, to contribute favorably to overall department results.

• Meet or exceed the behavioral expectations of all GameStop associates, including prioritizing field requests, offering help to others cooperatively and collaboratively, and responding to emails and voice mails with department-level organizational parameters.


• Building Customer Loyalty – Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

• Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures

• Work Standards – Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

• Energy - Consistently maintaining high levels of activity or productivity; operating with vigor, effectiveness, and determination over extended periods of time.


• High school diploma or GED required; Associate’s degree in business administration or related field preferred.

• At least 1 year experience in a customer service call center environment required.


• Proficient understanding of GameStop’s customer solution options, including a comprehensive understanding of related policies, procedures, best practices, and GameStop’s recommended intervention options

• Proficient ability to communicate effectively with others using spoken and written English — bilingual English/Spanish communication skills preferred

• Ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization

• Proficient knowledge of Windows-based business computers and Microsoft Office programs; specifically, Excel, Outlook, and Word

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

• Proficient ability to recognize discrepancies/errors in written/recorded data/information including the ability to initiate and respond to work errors in a professional manner, working collaboratively and cooperatively with others

• Proficient knowledge of retail store operations and enhancement of customer experience through  front-line employees

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

• Demonstrably committed to the improvement and betterment of the Customer Care organization and the GameStop brand.