Human Resource Shared Services Agent

National Vision•Duluth, GA

About The Position

At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible. National Vision is one of the largest optical retail companies in the United States, with over 1,200 stores. We operate four retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, and Vista Optical inside select Fred Meyer stores and on select military bases. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality. We are hiring for a Shared Services Agent to join our growing team! 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.

Requirements

0-2 years Customer Service experience (Required)
High School Diploma or equivalent (Required)
Ticketing System experience (Service Now Preferred)
HRIS system experience (UKG Preferred)

Nice To Haves

Adobe PDF (Preferred)

Responsibilities

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.