Shared Services Agent I

Company Description

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 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.

Qualifications

Work Experience

• 0-2 years Customer Service experience (Required)

Education

• High school diploma or equivalent. (Required)

Additional Skills

• Ticketing System experience (ServiceNow preferred) (required)
• HRIS system experience (UKG Preferred) (Required)
• Adobe PDF (Preferred)

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, 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.