Contact Center Analyst - Part-Time (4 positions available)

Wawa, Inc; United States; On-site; USD 26,000 - 36,000; Part time

Benefits offered by this job

Health benefits

401(k)

ESOP

Paid Time Off

Education Assistant Program

Job summary

Wawa, Inc. in Media, PA is seeking in-office Contact Center Representatives to deliver exceptional customer experiences. You will handle inquiries across departments and support our mobile app, rewards program, and store-related IT systems. This role requires in-office work five days a week with a 25-hour workweek. Remote work is not offered.

Applicants should have 2–3 years in a call center or customer recovery role, and a HS diploma or equivalent. Bilingual Spanish/English is a plus.

Qualifications

• 2–3 years of call center or customer recovery experience.
• HS diploma or technical certification, or equivalent experience.
• Bilingual in Spanish/English is a plus.

Responsibilities

• Provide legendary customer experiences and assist across departments.
• Resolve issues and escalate when needed.
• Support the mobile app, rewards platform, and in-store IT systems.

Skills

Tech savvy

Multi-tasking

Verbal communication

Written communication

Troubleshooting

Spanish/English

Education

HS diploma

Tools

Microsoft Office

Outlook

Teams

Job description

Location: Media, PA Pay: $20/hour Schedule: Four positions available, all are 25 hours/week, 7-day availability 1st Shift 6 AM - 11 AM 1st Shift 8:30 AM - 1:30 PM 1st Shift 1 PM - 6 PM 1st Shift 2 PM - 7 PM

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 legendary customer experiences. Our 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 elevate 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 experience Bilingual in Spanish/English language is a plus.

Requirements:

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. 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. 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 [e-mail].

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.

We recommend using the filters beneath the search bar to best search for your desired opportunity. Corporate or Wawa Beverage Company (WBC) Opportunities: Please select a job category and filter accordingly. Store Operations Opportunities: Please use the distance and location filter to view opportunities near you. Here at Wawa, the sky's the limit. Voted as “America’s Favorite Convenience Store,” Wawa operates a chain of convenience retail stores located in Pennsylvania, New Jersey, Delaware, Maryland, Virginia, Florida, Alabama, North Carolina and Washington D.C. Today, Wawa is your all day, every day stop for fresh, built-to-order foods, beverages, coffee, fuel services, and surcharge-free ATMs. We're making every day a little more fulfilling—one smile, hoagie, and experience at a time. We know that it's our Associates who put the \"wow\" in working at Wawa, so we're invested in giving them the encouragement they need to take flight. By providing flexibility and support, at work and beyond, we create an environment where everyone can thrive. We believe that with the right ingredients to grow and build a career—and a little wind beneath the wings—our Associates can reach new heights. Guided by our commitment to community, Wawa Associates take pride in putting people first, making days brighter, and bringing joy to our friends and neighbors. With opportunities such as volunteering, charitable giving, and events, we're able to extend care beyond the workplace, building stronger neighborhoods and long-lasting relationships. We have benefits that fuel well-being, including:

• Employee Stock Ownership Plan (ESOP)
• Tuition Reimbursement
• 401(k) Plan
• Medical/Dental/Prescription Coverage
• Flexible Spending Accounts (Health Care & Dependent Care)
• Employee Assistance & Wellness Programs
• Employee Credit Union
• Paid Time Off
• Employee Resource Groups
• eligibility requirements may apply
• For Technical Issues regarding your application please email: [e-mail].