Join Wawa and make a difference. At Wawa, we believe in enhancing everyday life - one interaction, hoagie, or experience at a time. The true secret to our success is our Associates. When you join Wawa, you're becoming part of a supportive team committed to growth, teamwork, and community engagement. Together, we can reach new heights.
Are you ready to elevate your career? Become a part of our vibrant team. Job Overview The Customer Service Lead will oversee store operations in the absence of senior management. This role involves assisting the management team with customer service excellence, ensuring product availability, safety, and effective shift management, as well as vendor relations. You will actively contribute to customer satisfaction, sales maximization, and achievement of store goals, and may also oversee fuel operations as required.
Key Responsibilities: - Deliver outstanding customer service by addressing inquiries and providing timely resolutions. Solicit customer feedback to enhance service quality.
- Collaborate with the management team to identify opportunities for improving store performance across areas such as sales, expenses, merchandising, marketing, and associate training.
- Provide motivation, direction, and coaching to associates during shifts.
- Ensure the implementation of customer service programs and processes around the clock.
- Enforce safety, security, and operational policies. Oversee cash processes, which include managing deposits, lottery, gift cards, and checks as applicable.
- Conduct cash and lottery reconciliations.
- Maintain accurate inventory levels to maximize sales and execute cycle counts and orders.
- Facilitate vendor check-ins.
- Acknowledge and celebrate associate achievements.
Essential Skills: - Strong individual and team contributor.
- Excellent communication skills, both verbal and written.
- Outstanding customer service skills.
- Independent worker with minimal supervision.
- Proven leadership and relationship building skills.
- Detail-oriented with strong organizational abilities.
- Effective problem-solving and de-escalation techniques.
- Self-motivated decision-maker.
- Comfortable learning and using store technology.
- Physical requirements include the ability to stand, walk, reach, grasp, and lift up to 35 lbs.
- Reliable transportation is necessary.
- Must be at least 18 years old for consideration.
- Ability to lead and prioritize tasks effectively.
Qualifications: - High School Diploma or equivalent.
- Willingness to work 35 - 40 hours per week.
- Track record of effectively managing change with positive outcomes.
- Flexible availability for various shifts, weekends, and holidays.
- Leadership experience required; retail or food service background preferred.
- Experience in team development, training, and expense management.
- Familiarity with all aspects of store operations, especially foodservice.
- Proven abilities in exceptional customer service, relationship building, and communication.
Compensation: The hourly pay range for this position is $21.25 - $28.70, based on experience and location. A shift differential of $2.00 is available for hours worked from 12am-6am. Comprehensive benefits are offered for eligible Wawa Associates, including health benefits, Employee Stock Ownership Plan (ESOP), 401(k), Education Assistance, store discounts, paid time off, and access to wellness programs.
Wawa is committed to equal opportunity employment, providing reasonable accommodations for applicants, and treating all associates fairly and with respect.