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Position Summary:
The Wawa Central Station Analyst serves as the first point of contact for both emergency and non-emergency communications from Store Associates, Government Agencies, and Vendors. This role manages inquiries through multiple channels, including phone, email, MAS, and MyContactCenter. As a key frontline representative, the Central Station Analyst plays a critical role in ensuring timely, accurate, and high-quality support—delivering a best-in-class experience with every interaction.
Principal Duties:
Deliver a high-quality contact experience by managing multiple communication channels and prioritizing incoming calls effectively.
Handle and prioritize multiple incoming calls simultaneously, demonstrating strong multitasking and decision-making skills.
Monitor and respond to emergency and non-emergency alarms, documenting incidents with precision and following established procedures.
Troubleshoot security and CCTV systems and follow support protocols to resolve or escalate issues as needed.
Essential Functions:
Ability to work well individually as well as in a team environment
Communicate clearly with strong documentation and verbal skills
Stay organized, detail oriented, and manage time efficiently
Remain calm and empathetic while guiding callers through high pressure situations
Make sound decisions with minimal supervision and even with limited information
Analyze problems quickly and adapt to changing circumstances
Multitask and prioritize multiple calls and tasks in real time
Demonstrate flexibility with scheduling based on business or crisis needs
Adapt to evolving technologies and tools with ease
Basic Requirements:
HS diploma, technical certification or equivalent experience
3-5 years of experience providing exemplary Customer Service, Central Station emergency environment preferred
Experienced in managing multiple phone lines while effectively communicating with individuals in emotional or physical distress
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
