About the position

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. Wawa’s Contact Center Representatives provide best in class customer experiences. Our hybrid 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 and remote training session to learn how to resolve and at times escalate 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.

Requirements

• 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
• Candidates must be 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.
• Candidates will need to provide proof of high-speed internet connection Minimum speed of 1MBPS download and 768 Kbps upload is required.

Nice-to-haves

• Bilingual in Spanish/English language is a plus.
• 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.

Benefits

• 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.
• 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