Contact Center Representative 2nd Shift Full-Time

Wawa Contact Center Analyst

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 View email address on click.appcast.io.

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.