Seasonal Operations Specialist

Job Title: Seasonal Operations Specialist

Department: Ecommerce Contact Center

Reports To: Contact Center Senior Manager

ABOUT US:

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.

Our Values:

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.

Overview:

Do you like numbers? What about helping people? Are you looking for a seasonal position that lasts through the holidays? Want to work in a fun, fast-paced environment? If yes, the Go Retail Group Operations Team is the place for you!

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

The position is onsite at our Corporate Office 6411 Burleson Road Austin, TX.

This is a hybrid position with both in office & partial remote work.

Completely remote is not an option.

Essential Functions:

• Required to handle daily inbound calls and emails for multiple businesses
• Assist with several daily backend operational tasks, including but not limited to:
• Processing 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

Qualifications/Basic Job 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
• Demonstrate intermediate computer skills, including use of Word, Outlook, Excel, Chrome/Firefox
• Able to type at least 35 WPM
• Available to work days, evenings, Saturdays, and overtime as needed in December and January
• At least six months contact center or office experience

PHYSICAL DEMAND - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 35 pounds.
• Specific vision abilities required by this job include close vision, distance vision and peripheral vision.
• While performing the duties of this job, the employee is regularly required to talk and hear.
• The employee is frequently required to use hands to finger, handle, or feel.
• The employee is required to stand; walk; reach with hands and arms.

WORK ENVIORNMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job working in a retail sales environment. The noise level in the work environment is usually moderate.

Physical and Mental Requirements/Work Environment:

Office Environment

The following are the physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, Go! Retail Group may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

x Color Perception (Red, Green, Amber)

x Seeing

x Clear Speech

x Touching

x Hearing/Listening

x Finger

X Hand

_ Dexterity

_ Climbing

_ Ability to mount and dismount Forklift/ Truck

x Pushing/Pulling

_ Lifting 40 Pounds

xCarrying (Specify Pounds: 20)

Driving (local/over the road)

x Ability to move distances within and between location/offices

Mental/Reasoning Requirements:

xReading- Complex

x Writing- Intermediate

x Complex Math Skills

x Analysis/Comprehension

x Judgement/Decision Making

x Clerical

Work Environment:

_ Shift Work

x Works Alone

x Works With Others

x Verbal Contact w/Others

x Face-to-Face Contact

x Inside

_ Outside

_ Extreme Heat

_ Extreme Cold

_ Mechanical Equipment

_ Noise

_ Pressurized Equipment

x Electrical Equipment

_ High Places

_ Moving Objects

_ Fumes/Odors

_ Hazardous/Materials

Dirt/Dust

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodations or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties and skills required of employees in this position.

This job description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualification may vary based on assignment or group.

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.