Lead Specialist TCOM Guest Services

About us:

As a Fortune 50 company with more than 350,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.​

Working at Target means the opportunity to help all families discover the joy of everyday life. Caring for our communities is woven into who we are, and we invest in the places we collectively live, work and play. We prioritize relationships, fuel and develop talent by creating growth opportunities, and succeed as one Target team. At our core, our purpose is ingrained in who we are, what we value, and how we work. It’s how we care, grow, and win together.  

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.

FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard® Guest Services to the Client Support Center (CSC), we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best, from headquarters to stores to distribution centers.

As a Lead Specialist you will be a process point of contact and expected to share knowledge, resources, and best practices with team members and vendor partners. You will support core business, assist with every contact channel (e.g. phone, email) available for our guests, provide additional support when service is not meeting expectations, handle escalated contacts to drive positive guest experience and satisfaction, conduct side by side contact reviews, and real-time on the job support to the team. You will work toward continuous improvement in processes and procedures, as well as work to identify gaps and trends, and drive process changes to support our total team and our guest. In addition, you will support the development of training content for both new hire and refresher trainings along with supporting the facilitation of our new hire classes and onboarding initiatives. You will research system or sensitive guest-facing issues and share findings in partnership with leaders.

Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

About you:
• High School Diploma or GED required
• 1+ year(s) proven experience in Customer Service, Contact Centers or Operations
• Strong analytical and technical aptitude with the ability to work in a fast-paced environment
• Ability to work a flexible schedule including nights, weekends and holidays
• Four-year college degree or equivalent experience preferred