Posted on: June 12, 2020 | Job#: 327304

Store Support Agent

Full-time | 4400 Masthead St., Suite 300, Albuquerque, NM, US 87109-4684

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About Gap Inc.

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us. 

About the role

In this role you will support our stores through work order management to deliver a safe and memorable experience for our customers across all our brands. When our teammates in stores face challenges with safety, store brand aesthetic, or general repair needs, they need support fast so they can get back to spending time where it’s important: with the customer. Be prepared to listen and understand what the store teams need, partner quickly with brand business partners, vendors and our Regional Field Team, and deploy solutions that support our teams on the front lines.

As a Store Support Agent, you will need an organized approach that allows you to keep work orders flowing quickly from receipt to resolution through follow-up. Expect to manage multiple tasks, address store maintenance questions and issues, as well as educate stores on Store Maintenance Processes. Agents work closely with stores and national vendors over the phone, through email, and using our online service portal. Successful candidates demonstrate effective administrative and customer service mindsets and have an ability to analyze trends, take calculated risks, and identify the most effective solutions. Agents that operate successfully in a professional environment and have an ability to quickly understand technical or facilities issues have a high chance for success in role.

What you'll do

  • Expect to quickly deliver solutions for stores through various communication channels, including handling escalations within the Store Maintenance cross-regional team

  • You will need to establish rapport with multiple partners, communicate effectively and follow up to ensure that service level agreements are met and stores are safe and comfortable for our customers and teams

  • Your problem-solving ability will help the team create more effective processes and enhance customer experience for stores and shoppers

  • Using intuitive and critical thinking, you will examine complex issues and develop unique solutions on a case by case basis.

  • Store Support Agents manage work order flow and educate stores on current processes

  • In this role you will pull and understand reports to provide the highest-level service to our team

Who you are

  • Comfortable with Microsoft Office including experience using Outlook, Excel, and Word

  • Experience using work order management software or related administrative experience

  • Minimum of 2-4 years customer service or administrative experience required

  • An ability to understand facilities or maintenance issues to quickly find appropriate solutions

  • Must exhibit a growth mindset and professional attitude

  • Can work independently and is motivated in a virtual environment

Benefits at Gap Inc.

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta 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. This year, we’ve been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.

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