About the RoleIn this role you will support our stores through work order management to deliver a safe and memorable experience for our customers across all our brands.
When our teammates in stores face challenges with safety, store brand aesthetic, or general repair needs, they need support fast so they can get back to spending time where it’s important: with the customer.
Be prepared to listen and understand what the store teams need, partner quickly with brand business partners, vendors and our Regional Field Team, and deploy solutions that support our teams on the front lines.
As a Senior Store Support Agent, you will serve as a point of escalation for Store Support Agents, training/coaching Support Center staff on new initiatives and processes, along with guiding peers in workload and queue management.
You will need an organized approach that allows you to keep work orders flowing quickly from receipt to resolution through follow-up.
Expect to manage multiple tasks, address store maintenance questions and issues, as well as educate stores on Store Maintenance Processes.
Agents work closely with stores and national vendors over the phone, through email, and using our online service portal.
Successful candidates demonstrate effective administrative and customer service mindsets and have an ability to analyze trends, take calculated risks, and identify the most effective solutions.
Agents that operate successfully in a professional environment and have an ability to quickly understand technical or facilities issues have a high chance for success in role.
The Senior Store Support agent will manage Category 1 inspections, Notices of Maintenance, Testing and Violations, and invoice review/approval.
In addition, the Sr.
Store Support Agent will provide reporting/support for any project work as assigned by leadership.What You’ll DoDevelop organized approach that allows you to keep work orders flowing quickly from receipt to resolution through follow upManage multiple tasks, address store maintenance questions and issues, as well as educate stores on Store Maintenance ProcessesWork closely with stores and national vendors over the phone, through email, and using our online service portalListen and ask questions to solicit feedback to understand needs and provide serviceHandle unique or complex customer interactionsWho You AreComfortable with Microsoft Office including experience using Outlook, Excel, and WordExperience using work order management software or related administrative experienceAn ability to understand facilities or maintenance issues to quickly find appropriate solutionsCan work independently and is motivated in a virtual environmentResearch process or transaction flow to identify root cause of errorsIdentify trends and patterns through reporting and communicate recommendations for solutionsManage Notice of Violation projectsReport on coordination/completion of Category 1 InspectionsProvide coverage for team breaks/lunches/vacations as neededContribute to continuous improvement of operations processes and tools by making recommendations that will increase support center efficiencies while ensuring a higher level quality in service to our customers.
Provide support to Support Center team with after hours on call responsibilities as second level support