Store Solutions Call Center Agent

Answer incoming phone calls from store level employees, log and document concerns/issues in detail and triage/route accordingly. Assist with entry level calls, including outside service vendors to request service and service updates.

1. Answer incoming phone calls, obtain and verify information, and accurately document call details, issues, and service requests into the appropriate ticketing and tracking systems in a timely manner.
2. Assist callers with basic entry level inquiries when possible.
3. Route and/or escalate all other call tickets to specific corporate departments and/or Store Solutions Technical Support Representatives who can act on issues and/or answer questions appropriately.
4. Maintain communication between stores and Store Solutions Technical Support Representatives as needed.
5. Maintain and improve quality by adhering to standards and guidelines.
6. Contact outside vendors to request service and/or updates as necessary. Follow proper escalation in the event a vendor is failing to provide timely updates/service.

(Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education
• High School Diploma/GED required.

Experience
• Previous customer service experience is preferred

Licenses/Certifications
• Typing Proficiency - Must successfully achieve a minimum score of 45 WPM and 80% accuracy on the Company's typing assessment as a condition of hire.

Tools & Equipment
• General Office Equipment

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.