Wawa Agency - Linwood, PA
posted about 2 months ago
About the position
The Customer Service Associate plays a vital role in supporting the store management team by performing a variety of tasks that enhance the customer experience. This position is centered around delivering exceptional service that aligns with Wawa's vision of fulfilling lives every day. The associate is responsible for greeting customers, responding to their requests and complaints, and ensuring a pleasant shopping experience. Utilizing the GREAT customer service and recovery model, the associate engages with customers to address their needs effectively. In addition to customer service, the role involves operating the cash register, handling various payment methods, and maintaining proper cash levels. The associate is also tasked with stocking and refilling products in designated areas, preparing made-to-order food and beverages, and ensuring cleanliness in food service areas. Compliance with federal and state laws regarding the sale of restricted products is essential, as is the ability to monitor fuel transactions and assist customers at the fuel court. The Customer Service Associate must adhere to established safety, security, quality, and operational policies while completing housekeeping tasks to maintain a clean and organized work environment. This position requires the ability to work both independently and as part of a team, demonstrating good communication and customer service skills. The associate must be able to perform various physical tasks throughout their shift, including standing, walking, and lifting items up to 35 lbs. Overall, this role is crucial in ensuring that Wawa continues to provide a high level of service and satisfaction to its customers.
Responsibilities
- Greet and provide an enjoyable shopping experience for all customers.
- Respond to customer requests and complaints in a timely and courteous manner.
- Utilize the GREAT customer service and customer recovery model to ensure customer engagement.
- Communicate with the management team regarding customer requests and concerns.
- Operate the cash register, scan items, bag merchandise, and properly handle different methods of payment.
- Maintain proper cash levels in register drawer and change machines.
- Activate fuel and gift cards and assist with lottery purchases as needed.
- Comply with federal and state laws by requesting personal identification from customers purchasing restricted products.
- Stock and refill product within the interior and exterior core register area, cold express cases, bakery, and grocery aisles.
- Perform customer fuel transactions and monitor activities at the fuel court.
- Prepare all made-to-order food and/or beverages according to recipe or customer specifications.
- Stock food and beverage areas with products and supplies to ensure in-stock conditions at all times.
- Ensure coffee thermals are filled and working properly.
- Ensure the proper execution of assigned foodservice and beverage programs and procedures.
- Complete cleanliness tasks to ensure all food and beverage service areas are free of any residue, debris, and spills.
- Follow proper coding procedures, check expiration codes, face and inspect all items, and pull expired items.
- Adhere to the execution of established safety, security, quality, and store operations policies, procedures, and practices.
- Complete all store housekeeping functions (i.e., cleaning, dusting, sweeping, mopping, emptying trash, etc.).
- Ensure safe working conditions by maintaining a clean, organized work area in accordance with standards.
- Complete other tasks as assigned by store management.
Requirements
- Must be at least 16 years old.
- Must have reliable transportation.
- Must wear slip-resistant shoes at all times.
- Must be able to tolerate exposure to cleaning products.
- Pursuit of or high school diploma or equivalent, preferred.
- Prior food service and/or customer service experience preferred.
Nice-to-haves
- Good communication skills
- Excellent customer service skills
- Ability to learn FSRA process and procedures and demonstrate on a daily basis
- Ability to work overtime as needed
- Ability to multi-task in a fast-paced environment
- Ability to learn and demonstrate all Wawa Safety and Quality Assurance processes and procedures.
Benefits
- Flexible scheduling options
- Employee discounts on products and services
- Opportunities for career advancement
- Comprehensive training programs
- Supportive work environment that values diversity and inclusion
