Lead Specialist Guest Relations

Brooklyn Park, Minnesota, United States
Dec 03, 2017
Dec 31, 2017
Employment Status
Full Time
JOIN US AS A LEAD SPECIALIST, GUEST RELATIONSThe primary function of a Lead Specialist is to support the Guest Relations team to ensure each team member provides superior service to our Target guest. This can be accomplished by providing support for internal team members regarding soft skills, quality, clarification of policy/procedures, and system functionality. Specialist will leverage their knowledge and experience to provide ongoing training for team members regarding processes in order to enhance performance and drive positive guest satisfaction surveys. Specialists will be expected to support core business as needed, perform call modeling and conduct side by side listening, handle escalated calls, and as well as any special requests from managers in order to support assigned team. Specialists will be required to assist with every contact channel available for our guest and provide additional support when service is not meeting expectation. Interaction with stores, districts and other business partners to effectively handle and resolve guest issues may occur. The secondary function of a Specialist is to work toward continuous improvement in work processes and procedures. Identify gaps and drive process change to support internal team members and our guest. PRINCIPLE DUTIES AND RESPONSIBILITIES
  • Time spent providing side by side observations to help educate team members on call quality, call control, and various de-escalation techniques.
  • Modeling calls for peers to aid in developing and enhancing fellow team members' skills.
  • Maintain individual department performance standards and goals related to performance, including productive and quality measures
  • Support new hire training and any additional training requests from managers.
  • Attending weekly team meetings to share best practices with team members.
  • Demonstrate a working knowledge and proficiency of all contact channels represented in Guest Relations and Target.com Guest Services. This includes supporting inbound/outbound calls, email, chat and social media contact types.
  • Specialist will be required to contact guest when their Target experience does not meet experience and/or to build brand loyalty.
  • Provide a superior experience with every contact by listening and engaging the guest in order to deepen the relationship and drive loyalty.
  • Support the initiative of developing and sharing business intelligence through accurate documentation and coding.
  • Responsible for identifying, evaluating, and communicating guest trends to leadership in a prompt manner.
  • Analyzes system data and makes critical business decisions to enable store team members to service guests efficiently and according to policy and procedure guidelines.
  • Responsible for contacting guests for unresolved issues, when their experience does not meet expectations or to build brand loyalty.
  • Use on-line resources and web based applications to assist and resolve guest issues.
  • Develop a strong and complete understanding of policies and procedures, and support compliance.
  • Drive process improvement and change to support the changing needs of the business.
  • Create and deliver presentations and recommendations for change to senior leadership.
  • Support new and existing projects and initiatives when appropriate.
  • Ability to quickly adapt to changing business needs.
  • Ability to make independent decisions in accordance with Target policies and procedures.
REPORTING/WORKING RELATIONSHIPS:Reports to the Guest Relations Sr. Manager. Interfaces regularly with Managers, Team Leads, Workforce Management, Quality, Knowledge team, Store Leadership, Merchants, Global Service Delivery, Senior Leadership, and guests.MINIMUM REQUIREMENTS:
  • High school diploma or GED
  • 12 months previous service center experience
  • Strong passion for delivering a great guest experience with every interaction
  • Clear and concise communication skills
  • Ability to interact with guests and internal business partners with the appropriate branded, friendly, empathetic and professional style
  • Ability to effectively handle escalated calls from internal team members and/or guests
  • Ability to make supervisory decisions
  • Ability to demonstrate effective project management capabilities
  • Ability to streamline and improve work efficiencies
  • Active listening and problem solving skills
  • Ability to use various information sources to answer questions, identify problems and appropriately escalate issues for accurate resolution when necessary
  • Must be flexible to work evenings, weekends, and holidays
  • Computer proficiency
  • Able to work independently without supervision
  • Demonstrated leadership ability
  • B.A. or B.S. degree
  • Previous store/merchandising experience
  • Knowledge of Target policies and procedures