Job Description

Job Summary

This position is responsible for timely and accurately handling the daily incoming SERVE cases, chats, and phone calls for all People Team questions from our retail population. Works with the Shared Services team for additional projects/tasks as needed.

What Would You Do? The Specifics.

• Works with our SERVE ticketing system to provide 1st-level support for all company associates.
• Provides additional support through the SERVE Chat system and phone calls.
• Ensures that all cases are responded to completely with a sense of urgency; limits transferring cases when possible.
• Utilizes the Tier 1 Knowledge Articles and guides company associates in a calm and welcoming demeanor.
• Works with the Tier 1 Agent Lead and Shared Services Manager on People Team projects/processes.
• Updates and manages all Tier 1 knowledge articles and provides recommendations on new articles or changes as needed.
• Assists with testing new services and guiding Tier 1 Agents on best processing practices.
• Assists the Shared Services team with additional backup as needed.

Qualifications

Work Experience

• 0-2 years Customer Service experience (Required)

Education

• High School Diploma or equivalent (Required).

Additional Skills

• Ticketing System experience (Service Now Preferred)
• HRIS system experience (UKG Preferred) (Required)
• Adobe PDF (Preferred)

Travel Requirements

• 0%

Additional Information

Taking Care of our People!

We understand the importance of financial health and security, and because of that, we provide competitive compensation to all associates. We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount, and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs and access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.