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Store Solutions Supervisor

Location: Sheetz Corporate - Claysburg, PA

 

PRIMARY PURPOSE OF THIS POSITION:

Support and manage Store Solutions Representatives I and II in the call center to ensure calls are being handled effectively and efficiently. Provide guidance to Store Solutions Reps on duty.

ESSENTIAL FUNCTIONS: (other duties may be assigned)
  1. Define measureable, individual performance goals, monitor and communicate via regular feedback and annual performance reviews.
  2. Provide developmental opportunities for all direct reports.
  3. Coach direct reports to maximize development of internal talent.
  4. Assist Store Solutions Reps to resolve complex calls coming into the help desk and assist with answering calls, logging tickets, following up on open tickets, and replying to customer emails to ensure timely resolution of issues for stores and customers.
  5. Monitor call trends and work with other departments to resolve those situations and review reports to ensure that issues are being resolved in a timely manner.
  6. Set up automated systems for new stores and rebuilds to ensure all hardware and software is fully functional prior to opening day.
  7. Maintain knowledge documents to ensure they are current and accurate.
  8. Oversee Store Solutions Reps on task performance and completion.
  9. Assist in monthly department meetings by preparing and delivering content for training and communication to Store Solutions Reps.
  10. Manage peak call times and recruit assistance with phones when necessary to keep wait times to a minimum.

REQUIREMENTS: (Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education
  • High School Diploma/GED
Experience
  • 3 years Call Center or Help Desk Experience
Licenses/Certifications
  • N/A

 

ABOUT SHEETZ
Sheetz, Inc. is a fast-growing, family-owned, food/convenience company that has been in business since 1952. Sheetz has over 600 locations in Pennsylvania, Ohio, Virginia, West Virginia, Maryland and North Carolina.


Our mission at Sheetz has been to meet the needs of customers on the go. Of course, things have changed over those nearly 70 years. Life is faster and busier, and customers expect us to be there when they need us most. One thing that hasn't changed is our commitment to our customers, our employees and the communities in which we operate. Sheetz donates millions of dollars every year to the charities it holds dear.


Sheetz Award


Nearest Major Market: Altoona
Nearest Secondary Market: Johnstown

Job Segment: Retail

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