Job Details
At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!
SUMMARY
Working with direct supervision, the Store Support Associate supports stores in a fast paced, dynamic service center environment. They assist field partners, store associates, and customers with scheduled and non-scheduled specialized tasks including but not limited to a wide variety of IT and helpdesk support services such as troubleshooting, diagnosing, advanced transaction/account research, and administrative functions essential to the success of the stores and the exceptional customer experiences it helps to create. This role interacts with a lead, supervisor, or manager frequently, often several times daily, for guidance, direction, and support. This role is generally characterized by working levels of scope, complexity, and independent decision making.
This role sits full time in Grapevine, TX.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*
- Provide the primary investigation, troubleshooting and resolution support for field store associates with hardware or application/Point-of-Sale issues or questions.
- Provide professional, and pleasant customer service and technical support over the phone or digital channels to field store associates or customers.
- Work collaboratively with others within and outside of his or her function to achieve goals, simply processes, reduce costs, prevent loss, and to ensure that work is completed safely, accurately, and on time.
- Take responsibility for team/department success by serving as backup for team member's assigned areas of responsibilities.
- Display a sense of urgency in resolving issues for business stakeholders by fielding inquiries regarding GameStop products and services.
- Actively evaluate tasks and processes; make improvement recommendations to leadership and business owners.
- Work closely and cooperatively with functional leaders throughout the organization to research and respond to customer issues involving their departments.
- Demonstrate high levels of professional maturity, emotional intelligence, business acumen, and productive relationship management.
- Model the organization's commitment to a respectful work environment, ethical conduct, diversity, and inclusion.
- Meet or exceed the behavioral expectations of all GameStop associates, including prioritizing field requests, offering help to others cooperatively and collaboratively, and responding to emails and voice mails with department-level organizational parameters.
RELATED COMPETENCIES- Building Customer Loyalty - Effectively meeting customer and store associate needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
- Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
- Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
- Energy - Consistently maintaining high levels of activity or productivity; operating with vigor, effectiveness, and determination over extended periods of time.
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)- High school diploma or GED required, Associate's degree in business administration or related field preferred.
- A minimum of 6 months experience as a GameStop Store Associate.
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES- Proficient understanding of GameStop's customer and store solution options, including a comprehensive understanding of related policies, procedures, best practices, and GameStop's recommended intervention options
- Experience with LAN/WAN configuration and troubleshooting preferred
- Proficient ability to communicate effectively with others
- Proficient knowledge of Windows-based business computers and Microsoft Office programs; specifically, Excel, Outlook, and Word
- Ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
- Ability to remain effective under stress, and respond to pressure in a manner acceptable to others and to the organization
- Proficient ability to recognize discrepancies/errors in written/recorded data/information including the ability to initiate and respond to work errors in a professional manner, working collaboratively and cooperatively with others
- Proficient knowledge of retail store operations and enhancement of customer experience through front-line employees
- Consistently demonstrate a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
- Demonstrably committed to the improvement and betterment of the Customer Care organization and the GameStop brand.