OVERVIEW 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. RESPONSIBILITIES (other duties may be assigned) 1. Answer phone calls and obtain, verify, and properly document stores reason for call. 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. QUALIFICATIONS (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 • None Tools & Equipment • General Office Equipment