Location: Media, PA - this is a onsite position

Schedule: 2nd Shift; 4p-12a (37.5 hours/week, weekends included)

Pay: $20/hour

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 Analysts 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 a 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 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

Basic 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
• Available to be in the office for training and post-training - this is a hybrid position. Please note, fully remote work is not an option.

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com.

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.

Skills:
Call Centers, Communication Skills, Customer Experience, Customer Support/Service, English Language, Identify Issues, Multilingual, Multitasking, Presentation/Verbal Skills, Problem Solving Skills, Quality Metrics, Social Media, Spanish Language, Support Documentation, Team Player, Work From Home, Writing Skills

About the Company:
Wawa Inc