Store Solutions Call Center Agent

Job Description


OVERVIEW

Answer incoming phone calls from store level employees, log and document concerns/issues in detail and triage/route accordingly. Assist with entry level calls, including outside service vendors to request service and service updates.


RESPONSIBILITIES (other duties may be assigned)

1. Answer phone calls and obtain, verify, and properly document stores reason for call.
2. Assist callers with basic entry level inquiries when possible.
3. Route and/or escalate all other call tickets to specific corporate departments and/or Store Solutions Technical Support Representatives who can act on issues and/or answer questions appropriately.
4. Maintain communication between stores and Store Solutions Technical Support Representatives as needed.
5. Maintain and improve quality by adhering to standards and guidelines.
6. Contact outside vendors to request service and/or updates as necessary. Follow proper escalation in the event a vendor is failing to provide timely updates/service.


QUALIFICATIONS

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


Education
• High School Diploma/GED required.

 

Experience
• Previous customer service experience is preferred

 

Licenses/Certifications
• None

 

Tools & Equipment
• General Office Equipment


ACCOMMODATIONS

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.

ABOUT SHEETZ:

Since 1952, Sheetz, Inc. has served up top-tier convenience and customer service to its communities at the intersection of food and convenience. The family-owned company continues to experience limitless growth resulting in over 750 locations in Pennsylvania, Ohio, Virginia, West Virginia, Maryland, North Carolina and Michigan.

Our mission at Sheetz has been to meet every need of a customers on-the-go, from gas to snacks and everything in between. Of course, things have changed over the course of over 70 years. We like it that way, because we understand that innovation is the key to good business. Life is faster and busier, and customers expect us to be there when they need us most. One thing that always will remain the same is our commitment to Total Customer Focus, valuing and embracing our employees at a high-level, and supporting the communities in which we operate.