Sr. Store Support Agent

Albuquerque, NM

In this role you will support our stores through work order management to deliver a safe and memorable experience for our customers across all our brands. When our teammates in stores face challenges with safety, store brand aesthetic, or general repair needs, they need support fast so they can get back to spending time where it’s important: with the customer. Be prepared to listen and understand what the store teams need, partner quickly with brand business partners, vendors and our Regional Field Team, and deploy solutions that support our teams on the front lines.

As a Senior Store Support Agent, you will serve as a point of escalation for Store Support Agents, training/coaching Support Center staff on new initiatives and processes, along with guiding peers in workload and queue management. You will need an organized approach that allows you to keep work orders flowing quickly from receipt to resolution through follow-up. Expect to manage multiple tasks, address store maintenance questions and issues, as well as educate stores on Store Maintenance Processes. Agents work closely with stores and national vendors over the phone, through email, and using our online service portal. Successful candidates demonstrate effective administrative and customer service mindsets and have an ability to analyze trends, take calculated risks, and identify the most effective solutions. Agents that operate successfully in a professional environment and have an ability to quickly understand technical or facilities issues have a high chance for success in role. The Senior Store Support agent will manage Category 1 inspections, Notices of Maintenance, Testing and Violations, and invoice review/approval. In addition, the Sr. Store Support Agent will provide reporting/support for any project work as assigned by leadership.

What You'll Do

Develop organized approach that allows you to keep work orders flowing quickly from receipt to resolution through follow up
Manage multiple tasks, address store maintenance questions and issues, as well as educate stores on Store Maintenance Processes
Work closely with stores and national vendors over the phone, through email, and using our online service portal
Listen and ask questions to solicit feedback to understand needs and provide service
Handle unique or complex customer interactions

Who You Are

Comfortable with Microsoft Office including experience using Outlook, Excel, and Word
Experience using work order management software or related administrative experience
An ability to understand facilities or maintenance issues to quickly find appropriate solutions
Can work independently and is motivated in a virtual environment
Research process or transaction flow to identify root cause of errors
Identify trends and patterns through reporting and communicate recommendations for solutions
Manage Notice of Violation projects
Report on coordination/completion of Category 1 Inspections
Provide coverage for team breaks/lunches/vacations as needed
Contribute to continuous improvement of operations processes and tools by making recommendations that will increase support center efficiencies while ensuring a higher level quality in service to our customers.
Provide support to Support Center team with after hours on call responsibilities as second level support

Benefits At Gap Inc.

Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
One of the most competitive Paid Time Off plans in the industry.*
Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
Employee stock purchase plan.*
Medical, dental, vision and life insurance.*
See more of the benefits we offer.

For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we’ve been named as one of the Best Places to Work by the Human Rights Campaign for the seventeenth consecutive year and have been included in the 2021 Bloomberg Gender-Equality Index for the fourth year in a row.