Sr Specialist Guest Relations

Employer
Target
Location
Brooklyn Park, Minnesota, United States
Posted
Feb 23, 2018
Closes
Mar 16, 2018
Employment Status
Full Time
About us:
Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target's distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.

Guest-facing contact centers that directly impact Target's profit and growth while fostering an exceptional guest experience and our strong reputation include: Collections (Loss Prevention, Recovery Operations and Collection Strategy), REDcard® Guest Services (Guest Contact, Fulfillment and Legal & Executive Support), Guest Relations, which engages with guests via all communication channels to strengthen loyalty and drive sales and Target.com Guest Services, which handles all guest inquiries and comments relating to Target.com orders and site issues.

As a Sr. Specialist Guest Relations, you'll provide a Target-branded experience with every guest interaction by listening, using critical thinking, and advocating for the guest in order to deepen the relationship and drive loyalty and sales. You'll achieve this by assisting guests across multiple contact channels, finding creative solutions to make it right for the guest, quickly adapting to the changing business needs, and sharing business intelligence through accurate documenting and coding. 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. You'll handle media sensitive or potential legal issues and situations that involve extensive research or partnership with other key Target leaders. As a part of this you'll respond to a variety of written correspondence and be responsible for ensuring that all contacts reflect professionalism. You'll demonstrate critical thinking skills by identifying unique guest situations and making decisions appropriately. You'll leverage online resources and web-based applications to assist and resolve guest and team member issues exercising a complete and through understanding of policies and procedures that support compliance. You'll work in a multi-media environment (emails, phone calls, chat messages, and letters) that's challenging and fast paced, requiring you to prioritize work accordingly. Job duties may change at any time due to business needs.

About you:
• High School Diploma or GED; 4 year degree or equivalent experience desired
• 1-2 years of previous guest experience or customer service experience
• Proven superior verbal and written communication skills, including listening, negotiating and decision making skills
• Ability to interact with guests and team members in a professional manner and show empathy; experience dealing with escalated guest complaints
• Ability to use various information sources to answer questions, identify problems and appropriately resolve guest issues
• Strong technical skills, ability to work within multiple systems, and high proficiency with PC/Microsoft applications
• Ability to work independently and use a variety of information sources

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