Shared Services Agent I

National Vision • Lawrenceville, GA

6h • Onsite

About The Position

This position is responsible for timely and accurately handling the daily incoming SERVE cases, chats, 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 (ServiceNow preferred) (required)
• HRIS system experience (UKG Preferred) (Required)

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 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 Shared Services team with additional backup as needed.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED