Lead Specialist TCOM Guest Services

Lead Specialist TCOM Guest Services

Years of Experience Desired: 13 years

About us: Target is an iconic brand a Fortune 50 company and one of Americas leading retailers...

The Target Enterprise Services (TES) organization is close to the action when it comes to communicationwhether with guests or Target team members. From guest service professionals and product designers to vendor managers and financial and workforce management analysts TES comprises several key and highvisibility areas that elevate and nurture Targets distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support.

TES includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard Guest Services to the Client Support Center we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Targets bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best from headquarters to stores to distribution centers. Service Center handles all guest inquiries issues reviews and comments relating to orders and site issues.

As a Lead Specialist in Guest Services youll provide a branded experience with every contact by engaging the guest via Guest Services platform to deepen the relationship and drive loyalty and sales. Youll be empowered to make decisions and resolve guest concerns in a courteous helpful manner by providing excellent guest service skills strong work ethic and integrity. Youll learn new technology and solve problems using all available resources and knowledge. You will interact with teams across Target to effectively resolve guest issues in a timely manner and be responsible for identifying evaluating and communicating guest trends to leadership in a prompt manner. Youll need to adapt quickly to the changing needs of the business while displaying a positive attitude and professionalism in interactions both internally and externally. Youll maintain department performance standards and goals related to performance and quality service and have a thorough understanding of policies and procedures to support compliance. You will work in a multichannel environment (emails phone calls chat letters & other non guest facing work types) and need to prioritize work accordingly while working independently in a fastpaced service center environment.

Job duties may change at any time due to business needs.

About you:

Bachelors Degree from an Accredited University.

1 to 3 years of previous customer service experience preferably in Chat/Email environment.

Ability to interact with guests team members and internal business partners with a professional friendly and empathetic style

Excellent verbal and written communication skills including listening and negotiating.

Experience dealing with escalated guest complaints

Ability to use various information sources to answer questions identify problems and appropriately resolve guest issues

Open to work in 24/7 shifts preferably working in US time zones

Demonstrates readiness to excel in highpressure environments ensuring optimal utilization.