Customer Care Team Leader

4 weeks ago

Neptune City, New Jersey, United States Wawa Full time

Job Overview
The Customer Care Team Leader is accountable for overseeing the complete operations of the establishment in the absence of higher-level management.

This role involves supporting management in areas such as customer engagement, product accessibility, safety protocols, shift oversight, and vendor relations.

The Customer Care Team Leader collaborates with the management team to ensure customer satisfaction, enhance store conditions, boost sales, and meet set objectives.

When applicable, this position will assist in managing the fuel offerings.



Key Responsibilities:
  • Deliver outstanding customer service and address customer inquiries while gathering feedback.
  • Work alongside the management team to enhance store performance in sales, controllable expenses, merchandising, marketing, employee retention, and training.
  • Provide guidance, motivation, and coaching to team members during shifts.
  • Ensure the continuous execution of all customer service initiatives and processes.
  • Adhere to established safety, security, quality, and operational policies and procedures.
  • Manage all cash handling processes, including deposit preparation and lottery transactions.
  • Conduct cash and lottery reconciliations.
  • Maintain accurate inventory levels to optimize sales; perform cycle counts and manage orders.
  • Facilitate vendor check-ins.
  • Acknowledge team members and celebrate their achievements.


Essential Skills:
  • Ability to work effectively both independently and as part of a team.
  • Strong verbal and written communication skills.
  • Exceptional customer service abilities.
  • Capability to work with minimal supervision.
  • Proficient in relationship building and leadership.
  • Detail-oriented with excellent organizational skills.
  • Adept at resolving issues through de-escalation and problem-solving techniques.
  • Self-motivated with a proven ability to make informed decisions.
  • Ability to learn and utilize store technology.

Physical Requirements:
Must be able to perform the following physical activities repetitively throughout a shift: standing, walking, handling, reaching horizontally, and grasping firmly. Additionally, must frequently engage in reaching above shoulder height, reaching below waist level, pushing buttons, bending, stooping, squatting, crouching, kneeling, and pushing. Must be capable of lifting and carrying up to 35 lbs.

Qualifications:
High School Diploma or GED equivalent is required. Must be available to work 35 – 40 hours per week. Experience in effectively implementing changes and achieving results is essential. Flexible availability is necessary, which may include all shifts, weekends, and holidays, based on business needs. Leadership experience is required, preferably in a fast-paced retail or food service environment. Experience in training, sales enhancement, expense management, and food service menu planning is preferred. Familiarity with all aspects of store operations, including food service, is advantageous. Experience in leading, developing, and selecting teams is preferred.

Demonstrated Skills:
Exceptional Customer Service
Relationship Building
Effective Communication

Wawa is committed to providing reasonable accommodations to complete an application upon request, in accordance with applicable law. Wawa, Inc. is an equal opportunity employer, maintaining a work environment where all Associates are treated fairly and with respect, and where discrimination of any kind is not tolerated.

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