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1000 S. 2nd StreetSunbury, PA 17801
Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provides Service Request Intake Queue Management support for Weis Markets Enterprise. Acts as a liason and single point of contact for all associates that need service from Support Teams. Monitors and executes escalated follow up to all open and aging tickets, as needed. Seeks input from second and third level support groups for incident resolution. Maintains communication with associates to update on progress resolution and status. Verifies customer satisfaction and resolution in escalated situations, as needed. Acts as a resource / consultant in a supervisory role for the Service Desk Representatives to ensure proper routing of incidents and to provide guidance and instruction regularly and as needed. Leads major incident management scenarios and investigations Coordinates productivity levels in the service request intake queues. Frequently monitors workflows by physically and/or virtually surveying team engagement to identify improvement and training opportunities. Is the primary project stakeholder representing the Service Desk team’s interests to identify opportunities for engagement and improvement.
The Service Desk Supervisor develops, organizes, and publishes documentation to provide a knowledge base to the Weis Service Desk. This role executes analysis of data and processes and is responsible for Service Desk Representative training, refresher courses, and may conduct training to existing staff to ensure consistency and accuracy of processes.
To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:
Education and/or Experience
Technical Understanding and Knowledge
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Other Skills, Abilities, and/or Training
The following qualities are required:
Ability to pass drug test. Hands-on experience with business requirements gathering/analysis. Strong understanding of information processing principles and practices. Good knowledge of applicable data privacy practices and laws. Exceptional analytical, conceptual, and problem-solving abilities. Exceptional understanding of the organization’s goals and objectives. Superior written and oral communication skills. Excellent architecture and technical support documentation skills. Strong interpersonal and consultative skills. Ability to conduct research into emerging technologies and trends, standards, and products as required. Function independently and as part of a team under aggressive deadlines in a fast-paced environment. Exhibit interest and positive attitude toward all assigned work and strive for continued improvement. Able to put his/her hands-on experience to use and work as an individual contributor. Ability to present ideas in user-friendly language. Able to prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. Familiarity with industry/technical terms and processes. Ability to work within strict time frames and resolute deadlines. Proficiency with the Microsoft® 365 Suite (Teams, SharePoint, Word, Excel, PowerPoint, Internet Explorer and Outlook).
The following qualities are helpful:
This position does not require certifications or a license.
The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. The associate is:
The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. The associate is regularly exposed to indoor conditions with a moderate noise level. There is flexibility between working in the office and working remotely.
Weis Markets is an Equal Opportunity Employer: Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.
“What I like most about my job is the ability to serve my customers each day. In my current role, I love being tasked with the challenge of growing and developing my team and sharing success stories amongst my peers. I feel that I have not only grown into my role as a Deli Manager, but also as a person during my time here with Weis Markets. My job offers satisfaction every time I am able to train my team to be the best deli for our customers in our community."
“I love my job making Weis Quality ice cream!”
“Weis has provided many opportunities for growth, both personal and professional. I have welcomed the chance to train new associates and management staff. Because my job is so multifaceted it allows me to engage with our customers, associates, and vendors. There is never a dull moment!”
"Weis Markets has given me a great opportunity!”
"We love working at Weis because we are one big family."
“Weis has offered me the opportunity for promotion and the ability to develop.”
“I began my career with Weis in 1975. They have given me the opportunity to become a driver and a driver trainer. I have always recommended Weis.”
“Being a manager for Weis Markets has given me the opportunity to build engaged teams of associates and help them achieve their goals.”
“I enjoy working for Weis Markets because even after 34 years of experience, I’m given the opportunity to face new challenges every day. From working and challenging my associates to push for success within themselves and as a team, to maintaining customer satisfaction and needs. Being a Customer Experience Manager is the best place for me, as it is one of the most important departments and the glue holding everything together."
“Weis Markets has helped me learn how to interact with Customers and gain that confidence. I feel like I can be myself when working here.”
“The management team at Weis Markets makes me feel very welcomed which makes me enjoy working here.”
“I love that it feels like a big family working here. I feel like Weis Markets cares about me as a person.”
“Weis Markets has given me the opportunity to grow with a company which has allowed me to choose this as my career path!”
“I love working for Weis Markets because I get to do what I love which is mentoring people and learning multiple areas of the company to further my growth and the customers experience.”
“I have earned many opportunities for growth in my journey with Weis Markets.”
"I love working for Weis Markets because there are many opportunities for personal and professional growth. Additionally, Weis Markets values and respects the contributions of veterans, which makes it a great place to work."
Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.