Store Support Representative

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 Store Support Representative to join our growing team!

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.

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)

Responsibilities

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.

Requirements

1+ Call Center Support experience. (Required); High School Diploma or equivalent. (Required)