Call Center Technician

Job Details

Description

Who we Are:

Yesway is an award-winning convenience store operator established in 2015 and headquartered in Fort Worth, Texas. With 435 stores across nine states in the Midwest and Southwest, Yesway is renowned for its iconic food service offerings, diverse grocery selections, and private-label products, including the renowned Allsup’s deep-fried burrito. Through strategic acquisitions, new store developments, and a commitment to customer satisfaction, Yesway continues to solidify its position as one of the leading convenience retailers in the United States. For more information, visit www.yesway.com.

Position Responsibilities:

• Answer all inbound calls from Stores and corporate office staff, utilizing existing and approved scripting for call quality consistency.
• Customer Support: Provide exceptional customer service by promptly and professionally responding to customer inquiries, issues, and requests related to IT, POS systems, CCTV, store Maintenance and Repair issues.
• Become proficient in operational support of Yesway retail systems infrastructure including point of sale, back office, credit, and fuel network.
• Become proficient for documentation and Ticketing inputs in our Service Channel ticketing system: Accurately document all customer interactions, issue details, troubleshooting steps, and resolutions in the designated ticketing system to maintain a comprehensive knowledge base and enable effective collaboration with other IT teams.
• Quality Assurance: Adhere to established call center metrics, standards, and procedures to ensure the delivery of high-quality customer service.
• Strive to meet or exceed performance targets, including average handling time, first call resolution, customer satisfaction, interaction and ticket quality, and other key performance indicators (KPIs).
• Issue Escalation: Escalate complex or unresolved issues to appropriate IT support teams or higher-level technical specialists for further investigation and resolution. May require after hours, weekend and holiday work.

Qualifications:

• Previous experience in a customer service or technical support role, preferably in a call center environment.
• Strong technical aptitude and understanding of Windows PC, software applications, hardware components, and networking concepts. Experience using the Microsoft 365 product suite.
• Exceptional problem-solving and troubleshooting skills with a logical and analytical approach.
• Ability to multitask, prioritize work, and manage time effectively in a fast-paced, dynamic environment.
• Familiarity with the Service Channel ticketing systems, knowledge bases, and remote desktop tools is desirable.
• Willingness to work in shifts and weekends, as call center operations may require 24/7 coverage.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Experience with PDI/Enterprise 8 and POS concepts a plus.

Skills and Competencies:

• High school diploma or equivalent required; associate or bachelor’s degree in an IT-related field is a plus.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical individuals in a clear and concise manner.

Yesway is proud to be an Equal Opportunity Employer. #LI-BM2 #LI-ONSITE

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