In-Office Contact Center Analyst — Cross-Functional Impact

Wawa, Inc.; United States; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health benefits

ESOP

401(k)

Education Assistant Program

Paid time off

Job summary

Wawa, Inc. seeks in-office Contact Center Representatives to deliver legendary customer experiences. You will interact with colleagues across Technology, Store Operations and more to resolve issues and elevate service.

Training is provided with extensive knowledge bases, coaching, and cross-functional support. You should be tech-savvy, able to manage 10–15 apps, and communicate clearly both verbally and in writing. A HS diploma or equivalent is required, and bilingual Spanish/English is a plus.

Qualifications

• Must be able to work in-office 5 days a week.
• Experience using Microsoft Office tools (Outlook, Teams).
• Experience in a call center or customer recovery environment preferred.
• Bilingual in Spanish/English a plus.

Responsibilities

• Provide legendary customer experiences over the phone and resolve issues.
• Collaborate with Technology, Store Operations and other departments.
• Complete in-office training and continuously use knowledge bases.
• Handle multiple apps and adapt to changing technology while remaining calm under stress.

Skills

Tech savvy

Problem solving

Verbal & written communication

Bilingual (Spanish/English)

Education

HS diploma or equivalent

Technical certification

Tools

Microsoft Outlook

Microsoft Teams

ServiceNow CSM

Wawa rewards platform

Avanti

Job description

Wawa, Inc. seeks in-office Contact Center Representatives to deliver legendary customer experiences. You will interact with colleagues across Technology, Store Operations and more to resolve issues and elevate service.

Training is provided with extensive knowledge bases, coaching, and cross-functional support. You should be tech-savvy, able to manage 10–15 apps, and communicate clearly both verbally and in writing. A HS diploma or equivalent is required, and bilingual Spanish/English is a plus.