[Remote] Home Based Seasonal Sr. Specialist Guest Relations

Note: The job is a remote job and is open to candidates in USA. Target is a retail company focused on helping families discover the joy of everyday life, with Target Enterprise Services providing guest and team member support. The Home Based Seasonal Sr. Specialist Guest Relations role assists guests primarily by phone and through chat and email, resolves complex issues, protects guest privacy, and delivers exceptional service. The role also identifies guest trends, documents interactions, partners with internal teams, and maintains performance and quality standards in a fast-paced environment.

Responsibilities

• 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
• Confidently support guests across multiple communication channels—including phone, email and chat
• Handle phone contacts as a core responsibility of the role, delivering exceptional service while protecting guest privacy and building trust
• Find creative solutions to make it right for the guest, quickly adapting to the changing business needs, and sharing business intelligence through accurate documentation and coding
• Learn new technology and solve problems using all available resources and knowledge
• Interact with teams across Target to effectively resolve guest issues in a timely manner
• Identify, evaluate and communicate guest trends to leadership promptly
• Handle media sensitive or potential legal issues and situations that involve extensive research or partnership with other key Target leaders
• Respond to a variety of written correspondence and ensure that all contacts reflect professionalism
• Adapt quickly to the changing needs of the business while displaying a positive attitude and professionalism in interactions both internally and externally
• Demonstrate critical thinking skills by identifying unique guest situations and making decisions appropriately
• Leverage online resources and web-based applications to assist and resolve guest and team member issues exercising a complete and thorough understanding of policies and procedures that support compliance
• Maintain department performance standards and goals related to performance and quality service
• Work in a multi-media environment that’s challenging and fast paced, requiring you to prioritize work accordingly
• Assist guests via phone, with additional support provided through other channels such as chat and email, as business needs require
• Complete an internet speed test and email a picture of your speed test result to your leader upon request
• Deactivate wireless capability when using Target equipment during work hours
• Save emergency and work telephone numbers and other required notices in a conspicuous spot in the home workspace
• Follow specific Target processes if there are lengthy disruptions to power or internet service, which may include taking unpaid time off if applicable
• Take reasonable care to prevent unauthorized disclosure of or access to Target property or information by others in the home worksite
• Log off or lock the Target issued computer when away from the workspace
• Use Target-issued equipment only for Target business purposes and not print and/or store proprietary information
• Keep the workspace free from personal cell phones, tablets or other such devices, especially video and audio recording devices
• Maintain Target’s dress code expectations while working from home
• Maintain only one designated work location
• Use the surge protector provided with Target-issued equipment
• Follow Target’s “Ergonomics in the Workplace” document when setting up the workspace and ensure a safe work environment
• Set up all issued Target equipment in the home workspace
• Disassemble and return all Target issued equipment as directed by the leader upon request and/or upon the ending of the role

Skills

• This role is a seasonal home based position and requires residency and maintaining residency in (Minnesota, CST, Wisconsin, CST, Texas, CST, South Dakota, CST or Arizona, MST) if offered the role
• Reside within the states of:
• Arizona (Mountain Standard Time Zone)
• Minnesota (Central Time Zone)
• South Dakota (Central Time Zone)
• Texas (Central Time Zone)
• Wisconsin (Central Time Zone)
• High School Diploma or GED
• Ability to work a flexible schedule including nights, weekends and holidays
• 1-2 years of previous guest experience or customer service experience
• Ability to interact with guests, team members and internal business partners with a professional, friendly, empathetic style, and deescalate as needed
• Excellent verbal and written communication skills, including listening, negotiating and decision making skills. 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
• Access to a Home work space that is clear of noise distractions to perform the role
• Hardwired internet in your home location (Hardwired: using an Ethernet cable to directly connect the Target-issued computer to the modem or router)
• Meet the minimum bandwidth requirement of 40mbps download/5mbps upload
• Ability to engage via a Target issued web camera for required meetings, trainings and/or interactions
• Ability to safely lift and carry up to 25 pounds of equipment

Benefits

• Home-based position
• Target-issued equipment, including a computer and surge protector

Company Overview