Customer Care Support Associate in Grapevine, TX at GameStop

Date Posted: 6/29/2018

Job Snapshot

Job Description

Description:

SUMMARY

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.


ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• 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.


RELATED COMPETENCIES

• 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.


BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• 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.


MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• 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.