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Sr Specialist REDcard Guest Services/Call Center - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Temps, AZ Tempe, Arizona |
About this job
PRIMARY FUNCTION
Provide a Target branded guest experience to each guest with specialized calls for Target Visa, Target Card and Target Check Card retention, disputes and acquisition initiatives. Proved a Target branded experience to Target Stores related to credit services, check and credit authorizations. Handle escalated guest calls related to credit issues. Provide call support when needed for Target Visa and Target Card guest service. Efficiently and effectively handle incoming calls with high quality and professionalism, while achieving performance and service goals. Appropriately establish relationships with guests by making strong connections and adding unexpected value to each guest experience in order to enhance and deepen guest relationships, drive guest loyalty and increase sales. Deliver the same high level of service to store team members and merchants with guests.
PRINCIPLE DUTIES AND RESPONSIBILITIES
• Listen and engage the guest in order to support loyalty, retail, product and credit offer initiatives where appropriate.
• Receive and process all incoming guest contacts for guests requesting account closure. Facilitate dialog to understand closure reason and based on risk assessment present the appropriate retention offer tools to retain the guest relationship.
• Ability to go beyond the guest's initial question or concern and promote credit/retail related information and products. Retain customer accounts when cancellation calls occur.
• Handle escalated guest calls to actively address and resolve guest issues and concerns. Capture guest verbatim comments when appropriate.
• Support incoming Target Visa and Target Card guest service calls.
• Provide support for incoming service and authorization calls for Target REDcard.
• Develop a strong and complete understanding of policies and procedures and support compliance.
• Maintain department performance expectations and goals related to overall performance.
• Support new and existing projects and initiatives when appropriate.
JOB REQUIREMENTS
• High School diploma or GED
• Solid negotiating skills
• Ability to effectively deal with difficult guests
• Consistently demonstrates a positive attitude, relates well to others, and acknowledges the accomplishments of others.
• Ability to use various computer systems information to answer questions, identify problems and perform activities to resolve inquiries and issues.
• Ability to work in a fast-paced, rapidly changing, large team environment