TSC Coordinator - ReqCode 2851564

Express (NYSE: EXPR) is a specialty retailer of women's and men's merchandise, targeting the 20 to 30 year old customer. The Company has over 30 years of experience offering a distinct combination of fashion and quality for multiple lifestyle occasions at an attractive value addressing fashion needs across work, casual, jeanswear, and going-out occasions. The Company currently operates over 600 retail stores, located primarily in high-traffic shopping malls, lifestyle centers, and street locations across the United States, in Canada and in Puerto Rico, and also distributes its products through the Company's e-commerce website, www.express.com.
Job Summary: Responsible for answering incoming calls from Stores, Field Leadership, and Home Office associates, providing first level troubleshooting and issue resolution.

WORK AVAILABILITY: Requires flexible work availability to include evenings and weekends as the schedule changes within the team. The position is paid hourly with comprehensive benefit package and will be full-time hours.

Essential Responsibilities:
* Answer calls in a timely (within 60 seconds) and professional manner.
* Calls exited within 8 minutes and wrapped within an additional 2 minutes. Call wrap up to include logging incident details in Remedy, submitted requests for appropriate hardware, and placing service calls as necessary.
* Call time not to exceed 10 minutes without Supervisor approval.
* Conduct succinct, professional outbound calls to ensure completion of high priority service calls, provide resolution details to associates, and as follow-up to messages left for the TSC.
* Perform administrative functions related to support and project activities.
* Provide flexible availability to support the Home Office and multi time zone store locations including.

Qualifications:
* 3 to 5 years of call center experience of a Home Office and Retail environment.
* In depth understanding of general Office and Store Processes and the technology required to enable expeditious store transitions and customer engagement.
* Experience with store hardware, NCR system experience preferred.
* Experience with supporting basic office PC and MAC hardware, windows XP and OSX and later and standard Microsoft and common business software packages.
* Strong verbal and written communication skills and ability to interact with all levels of the business, including cross-functional IT areas, store personnel and executives.

An equal opportunity employer, Express, LLC does not discriminate in hiring or terms and conditions of employment because of an individual's race, color, religion, gender, national origin, citizenship, age, disability, sexual orientation or marital status. Express, LLC only hires individuals authorized for employment in the United States.