Wawa Contact Center Representative
Location : Media, PA
Schedule : 1st Shift 12PM - 8PM (37.5 / week, 7-day availability)
Position Summary : 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.
Principal Duties :
- 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.
Essential Functions :
Ability to work well individually as well as in a team environmentProven ability to work independentlyGood written and verbal communication skillsGood customer service skillsAbility to work and make sound judgments and decisions with little or no supervisionDetail oriented and good organizational skillsAbility to quickly analyze problems based on incomplete or unavailable dataWillingness to work flexible hours based on business needs and crisis situationsDemonstrated technical skills needed to adapt to rapidly changing technologyAbility to work as part of a diverse teamBasic Requirements :
3-5 years of experience providing exemplary Customer Service,Contact Center environment preferredHS diploma, technical certification or equivalent experienceBilingual in Spanish / English language is a plusTechnically competent with multiple technology applications and strong ability to multi-taskAbility to work weekdays / weekends and any shift due to 24 / 7 hours of operationCandidates must be available to be in the office 5 days a weekRemote work opportunities are contingent upon individual performance and meeting established metrics.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.2-3 years of experience in a call center or customer recovery environment.HS diploma, technical certification, or equivalent experienceBilingual in Spanish / English language is a plus.Requirements :
Candidates will need to provide proof of high-speed internet connection. Minimum speed of 1MBPS download and 768 Kbps upload is required.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.
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.
