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.
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 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.