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. 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.

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
Ability to work well individually as well as in a team environment
Proven ability to work independently
Good written and verbal communication skills
Good customer service skills
Ability to work and make sound judgments and decisions with little or no supervision
Detail oriented and good organizational skills
Ability to quickly analyze problems based on incomplete or unavailable data
Willingness to work flexible hours based on business needs and crisis situations
Demonstrated technical skills needed to adapt to rapidly changing technology
Ability to work as part of a diverse team
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.
2-3 years of experience in a call center or customer recovery environment.
HS diploma, technical certification, or equivalent experience
Bilingual in Spanish/English language is a plus.
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.

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.

Benefits

Extensive benefits are available for eligible Wawa Associates. These include health benefits, ESOP (Employee Stock Ownership Plan), 401(k), Education Assistant Program, paid time off and access to other benefit and wellness programs.
Eligibility for Wawa Benefits is defined under the terms of the plan.

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