Resource Center Agent

The Container Store Coppell, TX
Overview

Founded in 1978 and based in Coppell, Texas, The Container Store is the nation's original and leading retailer of storage and organization products, offering innovative and multifunctional solutions designed to simplify customers' lives, save space and, ultimately, save time. The Container Store has locations from coast to coast and a thriving online business.

What We Stand For What you do matters. Experience The Container Store's employee-first culture where you are appreciated, valued, and empowered to work together for a higher purpose. We create exceptional customer service experiences while fulfilling our customer's storage and organization needs. Living out our 7 Foundation Principles has landed us on FORTUNE magazine's list of 'Best Companies to Work for' year after year.

Responsibilities

The Resource Center Agent position is responsible for daily interaction with employees from all areas of The Container Store, providing assistance, coaching and resolution of issues, ranging from procedural to technical in nature. This position involves close coordination and communication with the Systems Support, Information Systems, Store Systems, Store Leadership and Training departments among others. This is a full-time hourly, non-exempt position.

Principal Duties and Responsibilities

* Serves as point of contact for employee requests from all areas of The Container Store (stores, Home Office, Distribution Center and Customer Solutions Department) in the following areas:

* Documents, troubleshoots and diagnoses issues with the full range of Company computer equipment and applications

* Facilitates and follows-up on communication and coordination with other Home Office and Distribution Center departments for resolution of issues

* Identifies areas of training opportunity and provides necessary follow-up—communication, clarification, and updates to procedures

* Maintains daily focus on building our brand across all channels of communication (phones, email, memos, the Resources@work Knowledge Base, etc.)

* Initiates conversations, asking questions to determine the true root of the problem that is being reported

* Maintains documentation and training for many procedural and technical areas of store operations

* Develops and writes instructions for updates to store procedures

* Maintains POS-related equipment and emergency kits

* Maintains and updates Store Systems troubleshooting and quick reference guides

* Develops additional topics for the Resources@work (online knowledge base)

* Manages user system, hardware, and software requests across the company

* Manages email distribution list recipients and phone lists

* Processes and documents system requests—hardware, software, and equipment

* Coordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and Training

* Provides phone and laptop training to new Home Office and Distribution Center employees

* Consistently arrives promptly to work the assigned schedule

* Responsible for maintaining discretion related to all confidential/sensitive company and customer information

* Performs other requested tasks and duties

The Benefits of Working Here

Our benefits exemplify our commitment to an employee-first culture, ensuring employees and their families are well taken care of, safe and secure. Some of our benefits include:

* Competitive Pay

* Medical/Dental/Vision Plans

* Discount: 50% on elfa, 40% on Merchandise and Gift Cards, 30% on Installation

* Paid Time Off plus Holidays

* 401(k) plan and discretionary match

* Employee First Fund: providing grants to employees experiencing unforeseen emergencies

Qualifications

* Bachelor's degree or comparable certification in technology, preferred

* At least two years of relevant experience

* Based in Dallas/Ft. Worth area

* Ability to work Weekends – Saturday and Sunday shifts required

* Ability to travel 5% a year, based on the business needs

* Ability to work in a constant state of alertness and a safe manner

* Proficient with computers – all Microsoft Office applications and other Windows-based applications; Mac knowledge is not required but a plus

* Proven technical and problem-solving skills

* On-call capacity, which includes evenings and weekends on a rotating basis with the Resource Center team

* Use of personal mobile phone with texting ability for on-call purposes

* Ability to perform training in both a classroom setting and in the moment for coaching opportunities with subjects related to store systems and processes

* Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs

The Container Store promotes a smoke-free, drug-free environment.

We are proud to be an Equal Opportunity Employer and comply with the

Americans with Disabilities Act

Office Physical Requirements

State Specific Notices

Distribution Center Physical Requirements

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