Operations Support Coordinator - 2nd Shift

Kwik Trip, Inc.; Washington; On-site; USD 29,000 - 41,000; Full time

Benefits offered by this job

Health insurance

401k

Paid time off

Job summary

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

You will log and triage incoming calls, assist guests with questions and account details, and route issues to the right resolver within time frames. The role requires strong communication and fast problem solving in a busy retail support environment.

Qualifications

• Requires a high school diploma or GED.
• Excellent telephone etiquette and customer service skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Log incoming calls and determine the best course of action.
• Handle guest inquiries, praise, concerns, and questions.
• Route calls to the appropriate agent or department.
• Update and follow up on calls in the logging database and confirm completion.
• Assist internal customers with operational needs like ordering and register questions.
• Provide first-level technical support for store engineering equipment and PC hardware/software.

Skills

Customer service

Phone etiquette

Multitasking

Communication

Education

High school diploma or GED

Tools

POS software

Back office systems

Comdata software

Trendar software

Job description

Location: Department 368
Full Pay Range: $20.96to$30.41
Shift: Afternoon/Evenings

Actual pay will be based on various factors, such as a candidate’s qualifications, skills, competencies, proficiency for the role, and internal equity. In addition to base pay, Kwik Trip gives 40% of pre-tax profits back to our coworkers with bonuses ranging from 8-12% of each coworker’s gross annual wage depending on company profitability and offers a comprehensive benefits package, including health insurance, 401k, paid time off, and more.

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
• Excellent telephone etiquette and customer service skills
• 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 between12:00pm to 12:00am, onsite at ourOnalaska 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.

Kwik Trip, Inc. is a family-owned, Midwest company, in operation since 1965. We are dedicated to serving our guests and coworkers while treating everyone like family. Along with our award-winning culture, we are proud to be an Equal Opportunity Employer. Learn more about Kwik Trip and our culture.
Learn more about.... (https://jobs.kwiktrip.com/us/en/about-us)