Store Support Representative

Job Responsibilities

Provides operational and application support to our retail stores by assisting with point-of-sale (POS), order management, optical workflows, payment processing, refunds, and other store support-related functions. The role focuses on troubleshooting store operations, resolving support requests, documenting cases, and partnering with internal departments to ensure timely issue resolution.

What Would You Do? The Specifics.

• Provide phone and email support to retail store associates by troubleshooting operational and application-related issues.
• Support store associates with Point of Sale (POS), order management, payment processing, refunds, insurance transactions, pricing discrepancies, promotions, and other store operational processes.
• Research, troubleshoot, and resolve store support requests while following established policies and procedures.
• Document all customer interactions, troubleshooting steps, resolutions, and follow-up actions within the SERVE ticketing system.
• Escalate complex issues to the appropriate internal departments, including IT, Application Support, Development, Distribution Center, Vendor Specialist, Finance, or other business partners when necessary.
• Monitor assigned cases to ensure timely follow-up and resolution while communicating updates to stores.
• Partner with cross-functional teams to resolve order, inventory, fulfillment, vendor, and operational issues impacting store performance.
• Maintain current knowledge of store systems, applications, policies, and operational procedures through ongoing training and documentation.
• Deliver exceptional customer service by providing clear communication, accurate guidance, and timely issue resolution.
• Meet departmental productivity, quality, documentation, and customer service performance metrics.
• Respond to approximately 35 or more support requests daily through inbound calls, emails, chats, and ticket queues.

Preferred Qualifications

 

Work Experience

• 1+ Call Center Support experience. (Required)

Education

• High School Diploma or equivalent. (Required)

Additional Skills

• Intermediate: Spreadsheet, Word Processing/Typing. (Required)
• Computer networking. (Preferred)
• Must be able to type 60 WPM. (Required)
• Ability to work at least 1-2 Saturday a month. (Required)
• Ticketing system (Serve). (Required)
• POS Experience. (Required)
• Must have good understanding of computer operating systems including Windows. (Required)
• Effective problem solving and troubleshooting skills. (Required)
• Excellent verbal & written communication and documentation skills, with the ability to listen and understand instructions. (Required)
• Excellent telephone and interpersonal skills. (Required)
• Completion of in-depth side by side classroom training. (Required)
• Must be able to work unsupervised, as well as part of a team and produce the same quality output. (Required)
• Experience supporting a proprietary software application or POS system. (Required)

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.