Operations Support Coordinator - 2nd Shift
About The Position
Kwik Trip is seeking an Operations Support Coordinator to provide customer service and operational support to its stores and internal teams. The coordinator serves as a point of contact for reporting operational problems and concerns, ensuring calls are handled promptly and courteously and are resolved or routed to the appropriate resolver within established time frames. The role supports internal and external customers and helps maintain smooth operations across the company’s network. The position is full-time, with 10-hour afternoon and evening shifts scheduled between 12:00 p.m. and 12:00 a.m. Weekends and holidays are included. The role is primarily onsite at Kwik Trip’s Onalaska Support Center, with occasional remote-work options.
Requirements
- High school diploma or GED.
- Ability to work long hours and meet attendance expectations.
- Excellent telephone etiquette and customer service skills.
- Ability to multitask in a fast-paced, high-stress environment.
- Good organizational skills for storing electronic information.
- Self-starter with a performance orientation; call metrics are used to compare performance.
- Ability to work with little supervision and make sound business decisions.
- Ability to respond to a continually changing support environment.
- Working knowledge of Kwik Trip store bookwork, register operation, gas dispenser operation, small appliances, and software applications.
Responsibilities
- Accurately log incoming calls, identify their nature, and determine an appropriate course of action.
- Handle incoming calls from guests, including praise, concerns, and general questions.
- Distinguish emergency from non-emergency calls and initiate the appropriate call-flow process.
- Route calls to the appropriate Operations Support agent, call group, or department personnel.
- Update and follow up on calls in the call-logging database, confirming completion before closing tickets.
- Assist internal customers with operational needs, including ordering, bookwork, camera systems, and register transaction questions.
- Provide first-level technical support for store engineering equipment, including refrigeration controls, HVAC, fuel equipment, small equipment, and car wash operations.
- Provide first-level technical support for PC equipment and software, including POS register systems, back-office systems, credit controllers, and Comdata/Trendar software.
- Support Talent Operations employee software applications.
- Assist Kwik Card and Kwik Rewards customers with account information, balance inquiries, payments, and lost or stolen cards.
- Monitor and respond to break-in alarms, camera monitoring, tank monitoring, and refrigeration monitoring systems.
- Respond to campus door alarm events to support security and food safety.
Benefits
- Health insurance
- 401(k)
- Paid time off
- Coworker bonuses ranging from 8% to 12% of gross annual wages, depending on company profitability
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
