Job DescriptionJob Title: Central Station Analyst
Location: Corporate
Department: Store Operations
Position Summary:The Wawa Central Station Analyst handles emergency & non-emergency contacts from our Store Associates, Government Agencies, & Vendors through multiple channels including phone, email, MAS, and MyContactCenter. The Central Station Analyst is a critical role, being our company's first point of contact for all emergency and non-emergency contacts for the stores, while delivering a best in class contact experience. Position is 100% on-site.Principal Duties
- Provide a best in class contact experience to both internal and external contacts while achieving quality standards and designated performance targets.
- Answer multiple telephone lines at once with the ability to prioritize incoming calls without getting overwhelmed, knowing that decisions will play a critical factor in response time to each emergency & non-emergency call.
- Respond in a professional and helpful manner to all contacts, while gathering all pertinent information, troubleshooting, processing alarms, and or contacting emergency services (Police and or Fire). Documentation of emergency situations in a database that requires strong attention to detail for every issue that is communicated to entire organization.
- Monitor and respond appropriately to a variety of emergency & non-emergency alarm signals, including but not limited to Fire, Hold-up, Burglary, Fuel, and CCTV alarms. Response must be timely and accurate, with attention given to general procedures and special instructions.
- Troubleshoot security and CCTV equipment, utilizing documented support material, and work with vendors to resolve service tickets for security & CCTV equipment; execute & finalize the Full System Test process with our Security vendors daily.
- Follow up with local authorities, documenting & notifying store associates of alarm dispositions; assist store associates with arming & disarming, troubleshooting, & testing their alarm and CCTV system
- Effectively follow documented support materials to determine resolution or need for escalation to next level of action for all areas of support within Central Station.
- Participate in job related training programs and meetings to continually refresh and update knowledge; Provide real-time coaching and support for new & existing Central Station Analysts.
Essential Functions:- Ability to work well individually as well as part of a diverse team
- Excellent documentation and verbal communication skills
- Detail oriented with good organizational and time management skills
- Ability to advise callers on how to handle emergencies situations while remaining empathetic to the caller throughout high pressure, stressful situations
- Ability to make sound judgments and decisions with little or no supervision
- Ability to quickly analyze problems based on incomplete or unavailable data
- Willingness to work flexible hours based on business needs and crisis situations
- Demonstrated technical skills needed to adapt to rapidly changing technology
Basic Requirements:
- HS diploma, technical certification or equivalent experience
- 3-5 years of experience providing exemplary Customer Service, Central Station emergency environment preferred
- Experience effectively communicating with people in emotional or physical distress
- Experience managing multiple phone lines as an operator or customer service representative
- Technically competent with multiple technology applications and strong ability to multi-task
- Ability to work weekdays/weekends and any shift due to 24/7 hours of operation
- Position is 100% on site and requires a three-week training period on 1st Shift
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at ...@wawa.com or 1-800-###-####.Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.