Wawa Agency - Tannersville, 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 customer 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 transactions, and maintaining proper cash levels. The associate must comply with federal and state laws, particularly when selling restricted products like tobacco and alcohol. Stocking and refilling products in various areas of the store, including the core register area and food and beverage sections, is also a key responsibility. The associate prepares made-to-order food and beverages according to customer specifications and ensures that all foodservice and beverage programs are executed properly. The Customer Service Associate is expected to maintain cleanliness in food and beverage service areas, follow safety and quality assurance procedures, and complete all housekeeping tasks. This role 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 multi-task in a fast-paced environment and adhere to Wawa's safety and quality standards. Overall, this position is essential in creating a welcoming atmosphere for customers and ensuring that their needs are met efficiently and effectively.
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
- Ability to work well individually as well as in a team environment.
- 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.
- Must be able to perform the following physical behaviors repetitively throughout a shift: standing, walking, handling, reaching horizontally, and grasping firmly.
- Must be able to perform the following physical behaviors frequently throughout a shift: reaching above the shoulder, reaching below the waist, pushing buttons, bending, stooping, squatting, crouching, kneeling, and pushing.
- Must be able to lift and carry up to 35 lbs.
- Work safely with equipment that can create and hold very high temperatures using appropriate personal protective equipment.
- 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.
Nice-to-haves
- Prior food service and/or customer service experience preferred.
- Pursuit of or high school diploma or equivalent, preferred.
