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About the Role

Provides multi-channel support via email and phone for Retail Customers and Stores throughout the holiday season. The work schedule may require weekend work and overtime, especially in November-January. Hours are scheduled based on business needs.

Responsibilities

• Handle daily inbound calls and emails for multiple businesses
• Assist with several daily backend operational tasks
• Process checks/money orders & Lang catalogs
• Retrieve, open, restock, and process all customer and 3rd party returns
• Manually calculate/process refunds to include appropriate tax and discounts
• De-escalate and resolve corporate store issues
• Assist stores with our Find It Special Order Program
• Monitor, review, and solve for aging orders, including monitoring for fraud
• Review reporting as needed to look for trends, resolve customer needs and identify orders needing action

Requirements

• Support our goal to create joy and gratitude along with exceptions are made here
• Positive and professional attitude
• Team oriented - possesses a willingness to collaborate with team members
• Intrinsically motivated to accomplish tasks in the most timely and efficient manner
• Excellent interpersonal, written, and verbal communication skills
• Support Go! Retail Group’s core values at all times (commitment, integrity, and openness)
• Able to problem-solve and offer solutions
• Able to multi-task, organize, and prioritize tasks in a timely manner
• Available to work days, evenings, Saturdays, and overtime as needed in December and January
• At least six months contact center or office experience

Skills

• Intermediate computer skills, including use of Word, Outlook, Excel, Chrome/Firefox
• Able to type at least 35 WPM
• Color Perception (Red, Green, Amber)
• Seeing
• Clear Speech
• Touching
• Hearing/Listening
• Finger
• Hand
• Dexterity
• Climbing
• Ability to mount and dismount Forklift/ Truck
• Pushing/Pulling
• Carrying (Specify Pounds: 20)
• Ability to move distances within and between location/offices
• Reading- Complex
• Writing- Intermediate
• Complex Math Skills
• Analysis/Comprehension
• Judgement/Decision Making
• Clerical
• Works Alone
• Works With Others
• Verbal Contact w/Others
• Face-to-Face Contact
• Inside
• Electrical Equipment

Location

• 6411 Burleson Road Austin, TX

Work Type

• Hybrid
• Onsite
• Partial remote work

Experience Level

• At least six months contact center or office experience

About the Company

• Go! Retail Group is based in Austin, Texas.
• We are an established retailer with a passion for innovation, operations and community.
• The parent company to Go! Stores, Attic Salt Stores, Toys”R”Us Flagship, Calendars.com, NIQUEA.D, Snoozimals and Tiny Headed Kingdom.
• We are the dominant retailer of calendars, games and toys products in shopping centers nationwide.
• We opened our first stores in 1993, and operate 200 year-round stores and 600 seasonal stores in malls, outlets, shopping centers, and lifestyle centers across the United States.
• In addition, we operate 3PL services and manage two large distribution centers.
• Go! Retail Group boasts an admirably stable workforce, with many employees having more than 10 years of tenure.
• For more information on our company, visit www.goretailgroup.com.
• We are a family-owned business and believe in operating responsibly and with heart.
• Our values are the foundation to our business.
• Innovate and collaborate: We never want to stop dreaming and bringing ideas to life as a team.
• Integrity and transparency: How we show up in everything we do matters to us.
• Community: We take pride in being a supportive and flexible employer, building deep relationships with our partners, and have a positive impact on our diverse communities and ecosystems.
• Fun: At the core, Go! Retail Group is about bringing joy to our customers. The process to get there should be fun and challenging.

Equal Opportunity

• Go! Retail Group is an equal opportunity employer and does not discriminate against individuals on the basis of race, gender, age, national origin, religion, marital status, veteran status, or sexual orientation.