The Wawa Contact Center handles contacts from our Customers and Store Associates through multiple channels including phone, email, Social Media, and MyContact Center. Contact Center Analysts are expected to provide a best in class customer experience with every contact. This position is based primarily 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