What are the responsibilities and job description for the Call Center Technician position at Yesway?
Who We Are:
Yesway is one of the fastest-growing convenience store operators in the United States. Established in 2015, Yesway is a multi-branded platform headquartered in Fort Worth, Texas, which operates 403 stores located in Texas, New Mexico, South Dakota, Iowa, Kansas, Missouri, Wyoming, Oklahoma, and Nebraska. We operate our portfolio primarily under two successful brands, Yesway and Allsup’s. Our sites are differentiated through a leading foodservice offering, featuring Allsup’s famous deep-fried burrito, and a wide variety of high-quality grocery items and private-label products. Our geographic footprint consists of stores located in attractive rural and suburban markets across the Midwest and Southwest, where we often are the convenience retail destination of choice and effectively the local grocer. We have a successful track record of growing through acquisitions and believe we are well positioned to continue to solidify our market position and grow our store count. We have received numerous industry awards for our growth initiatives, management team, loyalty program, and our employees’ contributions to the industry. We offer competitive wages and outstanding benefits. Yesway values employees who thrive in a fast-paced, service-oriented, work culture and are focused on execution and collaboration.
THE OPPORTUNITY:
Yesway is seeking a Call Center Technician to join our team. Our Call Center operates 24/7/365 to support our stores and respond to general inquiries. In this role, the Call Center Technician plays a key role in maintaining the smooth operation of our stores by responding to internal and external customer inquiries.
Position Responsibilities including but not limited to:
- Maintain a high degree of regular and punctual attendance;
- Deliver exceptional customer service by phone to internal and external customers by providing prompt, friendly service, connecting with the customer and acting with a "customer comes first" attitude;
- Maintain a confident and friendly demeanor at all times;
- Take ownership of incidents and enter appropriate information into the trouble ticket system;
- When appropriate, route calls to the appropriate resource(s);
- When one-call resolution isn’t possible, follow up with the customer to ensure satisfactory resolution of the issue; and
- Must be available to work shifts that will include weekends and holidays.
Qualifications:
- Able and willing to answer phone calls throughout the duration of an 8-hour shift;
- Able to communication verbally and writing in English, bilingual Spanish preferred;
- Basic computer knowledge or familiarity with a computer;
- Ability to learn new information and skills quickly;
- Strong attention to detail to properly resolve and route calls;
- Ability to communicate clearly, accurately and professionally; and
- Ability to work independently or as part of a team.
Salary is commensurate with experience. This available shift to work for this position is 8:00 am- 4:00 pm Wednesday- Sunday with Monday and Tuesdays off.
YESWAY IS AN EQUAL OPPORTUNITY EMPLOYER.