Gap Inc

Together we elevate the everyday, creating products and experiences that inspire the individual in all of us. We do more than sell clothes.  We’re a brand with a heart, a culture of family. We value people who lean in, take initiative, and feel empowered.  Are you ready for a Bright career move?

About Gap Inc.
Gap Inc. is a leading global retailer offering clothing, accessories, and personal care products for men, women, and children under the Gap, Banana Republic, Old Navy, Athleta, and Intermix brands. Gap Inc. products are available for purchase in more than 90 countries worldwide through about 3,300 company-operated stores, over 400 franchise stores, and e-commerce sites.

To apply, please visit us at www.gapinc.com/careers.

Nov 26, 2018
Customer Support Fraud Specialist – Remote Together we elevate the everyday, creating products and experiences that inspire the individual in all of us. We do more than sell clothes. We’re a brand with a heart, a culture of family. We value people who lean in, take initiative, and feel empowered. Come grow with us. As a Customer Support Fraud Specialist, you will review on-line orders to minimize and prevent loss. You will take inbound calls from customers and internal partners and call out to customers and financial institutions to verify payment information. You will work under general supervision and demonstrate the ability to problem solve and make sound decisions based on information obtained through research and thorough analysis.   Reasons to love working for Gap Inc. Fantastic Benefits Awesome Employee Discount Generous Paid Time Off Your responsibilities: Research and resolve (clear, cancel, customer/bank-follow-up) orders utilizing fraud tools. Make outbound and receive inbound calls to limit fraud. Resolve customer issues while following the department guidelines for verification. Perform routine account activity review of high risk transactions. Follow standard procedures and action plans to reduce exposure on suspect items and/or transactions. Strong ability to manage difficult situations with customers coupled with an expertise in answering inquiries and providing information to customers. Qualifications: High School Diploma or equivalent with some college preferred. 1 to 3 years of customer service call center experience. Banking or financial services experience a plus. Ability to multi-task and work in a fast paced, phone environment with professionalism, courtesy and tact.  Excellent oral, written and interpersonal communication skills. Keen attention to detail is a must. Are focused on the customer. Computer skills and familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools. Fluency in Windows Operating Systems and Microsoft Office tools.   Home Office Requirements : Dedicated workspace void of noise, distractions and interruptions High speed internet access Ergonomically sound workplace (desk, chair, lighting, etc.)         About Gap Inc. Be the world’s favorite for American style. Doris and Don Fisher opened the first Gap store in 1969 with a simple idea — to make it easier to find a pair of jeans and a commitment to do more. Over the last 46 years, the company has grown from a single store to a global fashion business with five brands — Gap, Banana Republic, Old Navy, Athleta and Intermix. Gap's clothes are available in 90 countries worldwide through 3,300 company-operated stores, almost 400 franchise stores and our e-commerce sites. For more information and to apply, please visit www.gapinc.com/careers .
Gap Inc Rocklin, CA, USA Full time
Nov 26, 2018
Together we elevate the everyday, creating products and experiences that inspire the individual in all of us. We do more than sell clothes. We’re a brand with a heart, a culture of family. We value people who lean in, take initiative, and feel empowered. Come grow with us. Reasons to love working for Gap Inc. Fantastic Benefits Awesome Employee Discount Generous Paid Time Off Do you: Have a passion for fashion and love selling great products? Like to keep current on product trends? Have the ability to deliver exceptional selling experiences? Want to work in an amazing fast-paced and casual environment? Enjoy great benefits and a generous employee discount? We are seeking passionate, service-oriented Sales Consultants to: Demonstrate exemplary selling skills in every interaction. Translate trends and wardrobe to customers over the phone. Actively listen to customers and offer product(s) to meet their needs. Communicate information on product availability, color, style, sizing and special promotions. Effectively de-escalate customer issues using empathy and conflict resolution skills. Utilize effective time management and prioritization skills. Skills & Knowledge: Ability to work in a fast-paced phone environment with professionalism, courtesy and tact. Excellent oral, written and interpersonal communication skills. Knowledge of apparel and fashion terminology. Computer skills with familiarity using multiple browsers, multiple tabs, window navigation and instant messenger tools. Fluency in Windows Operating Systems and Microsoft Office tools. Minimum Education & Experience: High School Diploma or GED equivalent. Minimum 9 months of sales experience. Retail sales and call center experience preferred. About Gap Inc. Be the world’s favorite for American style. Doris and Don Fisher opened the first Gap store in 1969 with a simple idea — to make it easier to find a pair of jeans and a commitment to do more. Over the last 46 years, the company has grown from a single store to a global fashion business with five brands — Gap, Banana Republic, Old Navy, Athleta and Intermix. Gap's clothes are available in 90 countries worldwide through 3,300 company-operated stores, almost 400 franchise stores and our e-commerce sites.
Gap Inc Rocklin, CA, USA Full time
Nov 26, 2018
GENERAL SUMMARY: The Email/Chat Specialist II is responsible for assisting customers for all Gap Inc. brands. The role requires identifying customers’ needs, resolving questions and complaints which may require research and investigation to reach resolution through the email and live chat channels. The Email/Chat Specialist II is expected to provide exceptional customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved in both written and verbal format.   ESSENTIAL DUTIES & RESPONSIBILITIES: Support customers by responding to inbound email and chat and phone support as needed. Consistently ensure world class customer service that fully supports Gap Inc. brand promises in written and verbal format. Provide customers with first contact resolution and create a low-effort customer experience. Develop/present customer service solutions and/or suggest additional items, cross sell, up sell to increase customer satisfaction and enhance customer relationships. Work independently to make sound decisions and resolve complex customer situations. Identify critical customer service issues and report them. Goal-driven; consistently and effectively manage time to achieve optimal efficiency while utilizing resources and business partners to research and resolve customer issues. Achieve all effectiveness and efficiency metrics, including Email Handle Time (EHT), Chat Handle Time (CHT), Chat Wrap Up, Phone Handle Time (PHT), Quality and Voice of the Customer (VOC), Schedule Compliance, and Unavailable time. Communicate clearly, effectively and professionally with peers, leadership, and across the business. Ensure cross site and peer collaboration; share knowledge willingly with the team and with colleagues. Review individual performance metric reports and action plans with supervisor to understand performance. Stay motivated, identifying personal strengths and opportunities, and work with supervisor to develop career enhancing skills. Maintain flexibility in department responsibilities. Perform other job-related duties as assigned or apparent; provide customer service telephone support as needed. ORGANIZATION RELATIONSHIPS: Interact with all levels of the email/chat team, leadership team, and internal business partners.  REQUIRED QUALIFICATIONS: Knowledge, Skills & Abilities: Upbeat, positive attitude with a desire to please customers Keyboarding skills minimum of 40 WPM Proven ability to deliver customer service in writing Ability to listen attentively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs Ability to manage and de-escalate difficult and complicated problems Excellent written and verbal communication skills Ability to organize and follow-up multiple tasks/details with accuracy and timeliness Strong computer, customer service, analytical, and troubleshooting skills Ability to work in a fast-paced, changing environment Ideal candidate has previous chat and/or email customer service experience Computer experience using the internet and working in a Windows-based environment Excellent self-motivation skills; maintains a feeling of pride in work, has a strong work ethic and strives to achieve all goals Works through challenges as they arise; maintains a positive outlook Knowledge of apparel and fashion terminology preferred Business writing experience preferred   Education: High School Diploma or GED equivalent 2 years college coursework preferred Application/PC skills including working with Microsoft Office Word, Communicator and Outlook; MS Excel and Zoom experience preferred   Minimum Experience: Minimum of 2 years customer service experience, preferably in a call center environment Minimum of 6 months experience with Email and/or Chat using Salesforce or equivalent application preferred
Gap Inc Rocklin, CA, USA Full time
Nov 26, 2018
GENERAL SUMMARY:  The Manager of Customer Service is responsible for leading a team of Customer Service Supervisors to provide exceptional customer service. The Manager role requires the delivery of results through creative problem solving, effective decision quality, cross site and cross department collaboration, a strong customer focus, organized planning, and the development of leaders who are engaged in the company’s success.   ESSENTIAL DUTIES & RESPONSIBILITIES:       Provide management of the daily operations of the Customer Contact Center function. Meet or exceed Contact Center goals for key performance indicators including, but not limited to, service level objectives, quality ratings, financial performance, attrition/retention, AHT. Work collaboratively across departments and locations to support the business. Demonstrate technical and functional knowledge of contact center procedures and applications. Develop, coach and motivate Customer Service Supervisors. Partner with Operations, and Human Resources on staffing, scheduling, and employee issues. Demonstrate positive change management leadership; supporting staff through initiatives and updates to our business processes in a rapidly changing environment. Assist with incentives and employee events to maintain staff morale. Other projects as assigned   REQUIRED QUALIFICATIONS:   Knowledge, Skills & Abilities:  Proven ability to motivate, develop and lead employees. Strong collaboration skills; including the ability to work closely with internal partners across multiple business functions Exceptional verbal and written communication skills. Excellent decision making and analytical skills. Effective organizational skills; proven ability to meet deadlines Ability to work in a rapidly changing environment. Strong working knowledge of call center operations. Integrity and trustworthiness. PC skills:  Microsoft Office—PowerPoint, Word, Excel, Access or other software/database skills.   Education: Bachelor’s degree or equivalent experience.   Experience: 5-7 years of customer service experience. 3-5 years supervisory or management experience. Previous eCommerce experience strongly preferred.   Physical & Schedule Requirements: Ability to flex work schedule to meet business and travel needs, including nights, weekends and holidays.
Gap Inc Rocklin, CA, USA Full time