Operations Support Coordinator - 2nd Shift

Kwik Trip, Inc.; Onalaska (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Kwik Trip, Inc. is seeking an Operations Support Coordinator for our Onalaska Support Center to deliver outstanding customer service and operational support for stores and internal teams.

You will log calls, triage issues, route to the right resolver, and provide first-level technical support for store systems, cameras, and POS software. This is a full-time onsite role with occasional remote work options.

Qualifications

• High school diploma or GED required.
• Ability to work long hours in a fast-paced environment.
• Experience with customer service and call handling.
• Familiarity with store operations software preferred.
• Strong organization and problem-solving skills.

Responsibilities

• Log incoming calls accurately and determine action.
• Assist customers with operational questions and concerns.
• Provide first-level technical support for store equipment and software.
• Route calls to the correct team and close tickets after confirmation.
• Monitor alarms and security-related systems as needed.
• Support on-site and occasional remote work options as required.

Skills

Customer service

Call logging

Technical support

Multitasking

Organizational skills

Decision making

Adaptability

Education

High school diploma or GED

Tools

POS software

Register operation

Camera systems

Kwik Rewards systems

Job description

Kwik Trip is seeking an Operations Support Coordinator to provide excellent customer service and operational support for our stores and internal teams. In this role, you will be the single point of contact for reporting operational problems or concerns, ensuring all calls are handled promptly, courteously, and resolved or routed to the proper resolver within established time frames. You’ll support both internal and external customers, helping to maintain smooth operations across our network.

What You’ll Do:

• Accurately log incoming calls, identify the nature of each call, and determine the best course of action
• Take in coming calls from Guests including praise of service, concerns and general questions
• Distinguish between emergency and non-emergency calls and initiate the appropriate call flow process
• Route calls to the correct 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 such as ordering, bookwork, camera systems, and register transaction questions
• Provide first-level technical support for store engineering equipment (refrigeration control, HVAC, fuel equipment, small equipment, car wash operations)
• Provide first-level technical support for PC equipment (POS register software/hardware, back office, credit controller, Comdata/Trendar software)
• Support Talent Operations employee software applications
• Assist Kwik Card and Kwik Rewards customers with account information, balance inquiries, payments, and lost/stolen cards
• Monitor and respond to break-in alarms, camera monitoring, tank monitoring, and refrigeration monitoring systems
• Respond to campus door alarm events to ensure security and food safety

What We’re Looking For:

• High school diploma or GED required
• Ability to work long hours and adhere to attendance expectations
• Ability to multitask in a fast-paced, high-stress environment
• Good organizational skills for storing electronic information
• Self-starter with 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

Work Schedule: Full-time, 10 hour shifts working afternoons and evenings between 12:00pm to 12:00am, onsite at our Onalaska Support Center. Weekends and holidays are included. *Note: While this position has flexibility with occasional remote work options it is primarily an in-office position.