Answer incoming phone calls from store level employees, log and document concerns/issues in detail and triage/route accordingly. Assist with entry level calls, including outside service vendors to request service and service updates.
Responsibilities:1. Answer phone calls and obtain, verify, and properly document stores reason for call.
2. Assist callers with basic entry level inquiries when possible.
3. Route and/or escalate all other call tickets to specific corporate departments and/or Store Solutions Technical Support Representatives who can act on issues and/or answer questions appropriately.
4. Maintain communication between stores and Store Solutions Technical Support Representatives as needed.
5. Maintain and improve quality by adhering to standards and guidelines.
6. Contact outside vendors to request service and/or updates as necessary. Follow proper escalation in the event a vendor is failing to provide timely updates/service.
(Equivalent combinations of education, licenses, certifications and/or experience may be considered)
Education
• High School Diploma/GED required.
Experience
• Previous customer service experience is preferred
Licenses/Certifications
• None
Tools & Equipment
• General Office Equipment
Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.
Sheetz is a family owned convenience store chain based in Altoona, Pennsylvania. For nearly 60 years, our mission at Sheetz has been to meet the needs of customers on the go. Of course, many things have changed over the years. Life is faster and busier, and customers expect us to be there when they need us most. One thing that hasn't changed over the years is our commitment to our customers, our employees and the communities in which we operate.