Highlights
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 Tier 1 Agent Lead and Shared Services Manager on People Team projects/processes.
Numbers & Facts
| Location | Lawrenceville, GA |
| Industry | Retail |
| Company Size | 5,000 to 9,999 employees |
| Year Founded | 1990 |
| Website | http://www.nationalvision.com |
Description
Job Description
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.
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 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 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
401K, Flexible Spending Accounts, Retirement / Pension Plans, Tuition Reimbursement, Life Insurance, Merchandise Discounts
About Company
National Vision (NVI) was founded in 1990 to operate Vision Centers for Walmart. In 2005, Berkshire Partners acquired NVI as well as America's Best Contacts & Eyeglasses and simultaneously merged the two companies. At the time of acquisition, America's Best had just 112 stores.
In January 2009, NVI acquired Eyeglass World and successfully turned around the retailer through a completely new merchandising and marketing strategy.
In 2011, NVI acquired long-time partner, AC Lens, which is now one of the largest online contact lens providers in the United States.
Today, National Vision remains focused on making quality eye care and eyewear more affordable and accessible as we continue to expand across the country.