Contact Center Representative - 1st Shift Full-Time

Wawa, Inc.•Media, PA

40d•Hybrid

About The Position

The Wawa Contact Center handles contacts from our Customers and Store Associates through multiple channels including phone, email, social media, and Wawa Support. Contact Center Representatives are expected to provide a best-in-class customer experience with every contact. This position is based in our Corporate Contact Center however there can be opportunities to work remotely. At Wawa, our Contact Center Representatives are the friendly voice, on the other end of the phone, who our store Associates and customers reach out to for a multitude of needs. Our Contact Center Representatives are proud to be part of our beloved brand that is committed to putting people first, doing the right thing, and making every day a little brighter. If you're passionate about helping our internal and external customers resolve issues, and being part of a collaborative team, keep reading. What you will do: Wawa's Contact Center Representatives provide best in class customer experiences. Our hybrid in-office work environment allows Contact Center Representatives to interact with colleagues to build relationships on a regular basis. Wawa's culture is relationship driven. Please note, fully remote work is not an option. Our Contact Center Representatives complete an interactive in-office training session to learn how to resolve and at times escalate issues. Wawa provides extensive training documents, knowledgebases, as well as one-on-one coaching. Our Contact Center Representatives work across many departments including Technology, Store Operations and more. Our CCR's provide support for our mobile app, rewards platform, in-store IT systems, facilities and much more. If you are successful juggling multiple competing priorities in your current role, this might be the right role for you. This is a high optics role with cross-functional interaction which can create opportunities for career growth at Wawa. Successful CCR's are provided opportunities for professional development and increases in compensation inside and outside our Contact Center department. Things you like to do: You are tech savvy multi-tasker, able to work with 10-15 apps open and able to adapt quickly to changing technology. Quickly analyze problems and troubleshoot with limited information. You enjoy working with others and can work independently while remaining calm under stress. You excel in both verbal and written communications. You are naturally detail oriented, organized and curious. Willingness to work flexible hours based on business needs and potential crisis situations. Ability to work weekdays and weekends and any shift due to 24/7 hours of operation. Our CCR schedules are posted at least 4 weeks in advance. What You've Done: You have excelled using technology to troubleshoot in your current and/or previous jobs. You are comfortable and experienced using Microsoft Office. Our Contact Center uses Microsoft Outlook and Teams extensively. You have leveraged web-based programs to provide user-friendly solutions. Our technologies include: Service Now CSM (customer service management) + Wawa branded technologies including our rewards program + we use Avanti to connect to our store devices and technology.

Requirements

3-5 years of experience providing exemplary Customer Service,
Contact Center environment preferred
HS diploma, technical certification or equivalent experience
Bilingual in Spanish/English language is a plus
Technically competent with multiple technology applications and strong ability to multi-task
Ability to work weekdays/weekends and any shift due to 24/7 hours of operation
Candidates must be available to be in the office 5 days a week
Remote work opportunities are contingent upon individual performance and meeting established metrics.
Candidates will need to provide proof of high-speed internet connection. Minimum speed of 1MBPS download and 768 Kbps upload is required.

Nice To Haves

Bilingual in Spanish/English language is a plus

Responsibilities

Provide best-in-class customer experience to both internal and external customers while achieving service levels, quality standards, and designated performance targets.
Troubleshoot and support all channels of business in the Contact Center.
Effectively follow documented support materials to determine resolution or need for escalation to next level of action for all areas of support.