Part Time Remote Contact Center Analyst (Work from Home)

Job Description

Position Summary:

*This is a Part Time, 3rd shift, Flex Schedule (days/hours vary), Hybrid (combo of in-office/remote) position, Shift Hours 10pm – 8am*

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.

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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
Must be able to train on 1st shift M-F 8am-4pm for 6 weeks before starting the 3rd shift schedule

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 asc@wawa.com or 1-800-444-9292.

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.