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Store Chat Agent Jobs (NOW HIRING)

Mapco Express

Store Support Center Agent

Lawrenceville, GA · On-site

$20 - $22/hr

Store Support Center Agent Reports to: Help Desk Manager Job Type: Full Time Status: Non- Exempt ... Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of ...

MAPCO Express

Store Support Center Agent

Lawrenceville, GA · On-site

$20 - $22/hr

Store Support Center Agent Reports to: Help Desk Manager Job Type: Full Time Status: Non- Exempt ... Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of ...

BCforward

Customer Service Agent

San Jose, CA

$17.13/hr

Customer Service Agent Job Location: SAN JOSE CA 95113 Job Duration: 12+ Months Job Hourly Rate ... Play store as well as troubleshoot code-level issues. Through email and chat, you will resolve ...

BCforward

Customer Service Agent

San Jose, CA

$17.13/hr

Customer Service Agent Job Location: SAN JOSE CA 95113 Job Duration: 12+ Months Job Hourly Rate ... Play store as well as troubleshoot code-level issues. Through email and chat, you will resolve ...

BCforward

Customer Service Agent

San Jose, CA

$17.13/hr

Customer Service Agent Location: San Jose CA 95113 Duration: 12+month Rate:$17.13/Hr on W2 The ... Play store as well as troubleshoot code-level issues. Through email and chat, you will resolve ...

Ashley Global Retail, LLC

Customer Care Agent

Brandon, FL · On-site

$13.50 - $18/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Springfield, MO · On-site

$14 - $18.75/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Las Vegas, NV · On-site

$14.75 - $20/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Saint Louis, MO · On-site

$14.50 - $19.50/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Brandon, FL · On-site

$13.50 - $18.25/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Arcadia, WI · On-site

$15.50 - $20.75/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Warren, MI · On-site

$16.50/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Houston, TX · On-site

$14.75 - $19.75/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Bryant, AR · On-site

$13 - $17.50/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Louisville, KY · On-site

$15 - $20/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

Ashley Global Retail, LLC

Customer Care Agent

Colton, CA · On-site

$16.90/hr

With our customer base continuously growing, we are expanding our reach by opening more stores to ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

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Store Chat Agent information

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How much do store chat agent jobs pay per hour?

As of Sep 15, 2026, the average hourly pay for store chat agent in the United States is $14.56, according to ZipRecruiter salary data. Most workers in this role earn between $13.46 and $15.38 per hour, depending on experience, location, and employer.

What are popular job titles related to Store Chat Agent jobs?

For Store Chat Agent jobs, the most frequently searched job titles are:

Infographic showing various Store Chat Agent job openings in the United States as of August 2026, with employment types broken down into 62% Full Time, 36% Part Time, 1% Temporary, and 1% Contract. Highlights an 100% Physical job distribution, with an average salary of $30,279 per year, or $14.6 per hour.

Store Support Center Agent

Lawrenceville, GA • On-site

Mapco Express
See more jobs at Mapco Expressexternal

$20 - $22/hr

Full-time

Re-posted 10 days ago

Job description

Company: Majors Management
Position Title: Store Support Center Agent
Reports to: Help Desk Manager
Job Type: Full Time
Status: Non-Exempt
Pay Range: $20-$22/hr depending on experience
Location: Onsite, Lawrenceville, GA
Schedule: Shift-based coverage; may include evenings, weekends, and holidays to support 24/7 store operations
Start Date: Early August
The Store Support Agent is the primary front-line point of contact for the Store Support Center, delivering "One Number, One Team, One Experience" service to Majors Management and MAPCO store locations. This role handles Tier 1 and select Tier 2 inquiries across three domains: Store Technology (IT), Facility & Maintenance (troubleshooting and dispatch), and Customer/Guest Experience (CCT). The Agent is responsible for accurately diagnosing the caller's issue, resolving it directly whenever possible, and following documented escalation, dispatch, or handoff procedures when it falls outside Tier 1 scope. This is a cross-trained, multi-domain role supporting the organization's move from five separate, disconnected support lines to a single unified support experience.
PRIMARY RESPONSIBILITIES
General/Cross Functional
  • Answer inbound contacts (phone and eventually chat/email via Zendesk/NiCE) as the single point of entry for all store support needs
  • Use structured intake and triage questions to correctly identify whether a contact is a Store Technology, Facility & Maintenance, or CCT/Guest Experience issue
  • Create, document, and update every contact as a ticket in Zendesk with accurate categorization, notes, and resolution steps - no verbal-only resolutions
  • Apply Knowledge Base (KB) articles as the first line of resolution; use AI-assisted tools (Cognigy IVA, NICE Mpower Copilot) to confirm - not originate - categorization and resolution steps
  • Follow published severity definitions and SLA targets for response and resolution; escalate promptly when a case exceeds Tier 1 scope or SLA risk
  • Flag recurring or unusual issues to the Team Lead for Root Cause Analysis (RCA) and KB improvement
  • Meet or exceed individual performance targets for Average Handle Time (AHT), First Contact Resolution (FCR), adherence/shrinkage, and quality scores
  • Escalate unresolved issues to Tier 2 support with complete notes, following the documented escalation matrix
  • Other duties as assigned

Store Technology (IT) Support
  • Provide Tier 1 troubleshooting for in-store point-of-sale (POS) systems, handheld scanning devices, related peripherals, and password resets
  • Assist with basic network connectivity issues (e.g., register/lane connectivity, printer connectivity, terminal reboots) using documented triage steps
  • Support label printer setup, error resolution, and basic maintenance guidance
  • Walk store personnel through step-by-step resolution scripts for common POS, register, and device errors

Facility & Maintenance Support (Troubleshooting & Dispatch)
  • Field facility and equipment calls, including fuel dispensing equipment, tank monitoring systems, HVAC, refrigeration, electrical, and plumbing issues
  • Apply Tier 1 troubleshooting steps before dispatch (e.g., basic reset procedures, alarm code lookups, safety checks) to resolve issues without a truck roll where possible
  • Determine appropriate priority/severity level and dispatch a technician or vendor when an issue cannot be resolved remotely, following the FM Dashboard workflow
  • Accurately log work orders, including trade, issue type, and priority, ensuring data quality (e.g., never logging a bare "General" category without the associated trade)
  • Coordinate with overnight/after-hours vendor coverage (e.g., Guardian Fueling Technologies) for calls outside internal team hours, per current coverage model
  • Provide store personnel with safety guidance for urgent facility conditions (e.g., fuel spill, gas smell, power outage) and follow emergency escalation protocol

Customer/Guest Experience (CCT)
  • Support store-facing customer and guest experience concerns, including loyalty program issues, promotions, and account/portal access questions
  • Assist with mystery shop, guest complaint, and satisfaction-related inquiries per documented procedures
  • Communicate clearly on order, licensing, banking, and site-change matters that intersect with the guest experience function

QUALIFICATIONS
  • Basic familiarity with point-of-sale systems, retail technology, or facility/maintenance concepts preferred; full training provided on all company-specific systems and platforms
  • Comfortable navigating multiple systems simultaneously (phone platform, ticketing, KB, dispatch tools) while on a live call
  • Commitment to delivering courteous, efficient service to store personnel and guests on every contact
  • Ability to correctly assess severity/urgency and decide when to resolve, dispatch, or escalate
  • Clear verbal communication with callers and precise, complete written documentation in Zendesk/FM Dashboard
  • Willingness to cross-train across all three support domains as the Store Support Center matures through each rollout phase
  • Ownership of ticket outcomes and follow-through until resolution or proper handoff
  • Willingness to learn ticketing platform (NICE CXone), an AI-assisted support tool (Cognigy IVA) and agent-assist tool (NICE Mpower Copilot), a ticketing and Knowledge Base system (Zendesk), Salesforce, and a maintenance dispatch and work order tracking tool (FM Dashboard)

EDUCATION and/or EXPERIENCE
  • High school diploma or equivalent required; associate degree or relevant technical certification a plus
  • 1+ years of experience in a customer service, help desk, or call center environment (preferred)

REPORTING AND PERFORMANCE METRICS
  • First Contact Resolution (FCR) rate
  • Ticket documentation accuracy and completeness
  • Adherence to schedule and shrinkage targets
  • Quality assurance (QA) call/ticket review scores
  • Escalation appropriateness (right issue, right tier, right time)
  • Store/guest satisfaction (CSAT) feedback

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, walk, talk, hear, use hands to type data, operate business equipment and dial the telephone.

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