Associate CSSC - Employee Services Contact Center (Bilingual) - 2 openings

Job Description

GENERAL SUMMARY: Provide seamless support via phone to Field and Corporate employees on issues related to Human Resources Payroll, Accounts Payable, and Benefit policies and procedures. Provide high level of customer service and support on HR forms processing, payroll paycheck issues and Tier 1 questions regarding a variety of subject areas from Benefits, Stock Administration, Human Resources, Employee Relations, Payroll, and Accounts Payable.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide telephone support to Field and Corporate employees on forms processing and subject area questions to first call resolution

• Support and educate internal business partners with GapWeb navigation questions regarding Employee Discount, Manager Self Service, Timesheets and the Benefits portal.

• Maintain high customer service standards

• Contribute to the team by demonstrating creativity, initiative and flexibility

• Assume ownership and responsibility for team goals and direction

• Support all department policies and procedures such as confidentiality, authorized approval signatures, and proper handling of documents

• Supports CSSC vision of Customer Service, Continuous Improvement and Cultivating Talent

• Accountable for delivering excellent service to our customers

• Responsible for identifying and acting upon opportunities for improvement

• Takes responsibility for, and engages manager/supervisor in, managing career growth and skills development

• Perform all other projects as assigned by management

• Contribute to the department's health and success beyond your daily roles and responsibilities through participation in your choice of structured action teams or structured individual contribution

Qualification

Internal customers include, but are not limited to, Store Staff, Field Operations, External Business Partners, External Companies and Government Agencies

REQUIRED QUALIFICATIONS:

• Bi-lingual (English/Spanish) required

• Must adhere to assigned work schedule; Ability to work an 8a-5p shift, Monday to Friday

• Excellent customer service philosophy based on speed, accuracy, and integrity

• Ability to work on and organize several tasks concurrently/multi-task

• Technical aptitude and analytical skills

• Good written and verbal communication skills; high level of emotional intelligence

• Demonstrated time management skills

• Ability to work both in a team environment and independently

• Ability to work with all levels of management and field personnel

• Basic to intermediate Word, Excel, and Outlook skills

• PeopleSoft experience a plus

• Human Resources, Benefits, Payroll and systems experience ideal

• High School Diploma or equivalent

• Gap Inc. Field experience a plus

CORE COMPETENCIES:

• Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment; Demonstrates active interest and ability to enhance and apply new functional skills; Chooses appropriate tools or technology for tasks; Experiments with new processes, tools or technologies to determine applicability; Has the capability and knowledge base to share technical skills with others.

• Informing: Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information.

• Approachability: Is easy to approach and talk to; Spends the extra effort to put others at ease; Can be warm, pleasant and gracious; Is sensitive to and patient with the interpersonal anxieties of others; Builds rapport well; Is a good listener; Is an early knower, getting informal and incomplete information in time to do something about it.

• Time Management: Uses time effectively and efficiently; Values time; Concentrates efforts on the more important priorities; Gets more done in less time than others; Can attend to a broad range of activities.

• Action Oriented: Is action oriented and full of energy for the things he/see as challenging; not fearful of acting with a minimum of planning; Seizes more opportunities than others.