Contact Center Analyst - 3rd Shift (11:30 PM - 7:30 AM)

Wawa, Inc.

1d•Onsite

About The Position

Wawa Contact Center Representatives provide customer support to store Associates and customers, helping resolve a variety of issues and providing a positive customer experience. The role supports multiple departments, including Technology and Store Operations, and provides assistance with the mobile app, rewards platform, in-store IT systems, facilities, and other areas. Representatives troubleshoot issues, escalate them when appropriate, and manage multiple competing priorities while interacting with cross-functional teams. This is an in-office role with interactive training, supporting documentation, knowledgebases, and one-on-one coaching. Candidates must be available to work in the office five days a week; fully remote work is not an option. The position is listed for the third shift, 11:30 PM to 7:30 AM, while the posting also notes that schedules may vary with business needs and the 24/7 operation. Schedules are posted at least four weeks in advance. Remote work opportunities may be contingent on individual performance and established metrics. Eligible Wawa Associates have access to benefits including health benefits, an Employee Stock Ownership Plan, a 401(k), an Education Assistance Program, paid time off, and other benefit and wellness programs. Benefit eligibility is governed by the plan terms.

Requirements

2–3 years of experience in a call center or customer recovery environment.
High school diploma, technical certification, or equivalent experience.
Experience using technology to troubleshoot issues.
Comfort and experience using Microsoft Office, particularly Outlook and Teams.
Experience using web-based programs to provide user-friendly solutions.
Ability to work with 10–15 apps open and adapt quickly to changing technology.
Ability to analyze problems quickly and troubleshoot with limited information.
Ability to work independently and with others while remaining calm under stress.
Strong verbal and written communication skills; detail-oriented, organized, and curious.
Willingness to work flexible hours based on business needs and potential crisis situations.
Availability to work weekdays, weekends, and any shift due to 24/7 operations.
Availability to work in the office five days a week.
Provide proof of high-speed internet connection meeting the stated minimum of 1 Mbps download and 768 Kbps upload.
Candidates must meet the stated office attendance requirement; fully remote work is not an option.

Nice To Haves

Bilingual Spanish/English language skills.
Familiarity with ServiceNow CSM, Wawa-branded technologies including the rewards program, or Avanti for connecting to store devices and technology.

Responsibilities

Provide customer support to Wawa store Associates and customers.
Troubleshoot and resolve issues involving the mobile app, rewards platform, in-store IT systems, facilities, and other services.
Escalate issues when appropriate.
Manage multiple competing priorities and adapt to changing technology.
Work with departments including Technology and Store Operations.
Provide support in a collaborative, cross-functional contact center environment.