Overview Who we are Imagine working in a place where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact teams come together to positively drive results for one of the largest & most iconic brands in the world. As the only rapidly growing retailer, you may know us as your friendly neighborhood store. You probably know our familiar name, have seen our pervasive logo, and have tried our highly sought-after products, such as SlurpeeR and Big BiteR. -Brain Freeze- is a 7-Eleven registered trademark for our 53-year old SlurpeeR and with over 77,000 stores globally (more than any other retailer or food service provider), we sell over 14 million a month. But there's a lot more to our story and much more left to be written. We are transforming our business, ensuring we are customer obsessed and digitally enabled to seamlessly link our brick and mortar stores with digital products and services. At 7-Eleven the entrepreneurial spirit is in our DNA and has been ever since our inception 90+ years ago. It's what drove us to invent the convenience industry in 1927 by envisioning how a simple ice dock could provide household staples such as milk and eggs to better serve the needs of our customers. Today we are redefining convenience and the customer experience in big ways...we are fundamentally changing our culture and we want talented, innovative, customer obsessed, and entrepreneurial people like you to come make history with us. How we lead At 7-Eleven we are guided by our Leadership Principles. Be Customer Obsessed Be Courageous with Your Point of View Challenge the Status Quo Act Like an Entrepreneur Have an -It Can Be Done- Attitude Do the Right Thing Be Accountable Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores. About This Opportunity Responsibilities The Company 7Drive is 7-Eleven's delivery division and we're on a mission to bring on-demand delivery to cities and towns throughout the United States.We serve our communities by connecting our network of drivers to restaurants, retailers, and grocers. The Opportunity Responsible for providing support assistance to Delivery Drivers throughout the duration of their responsibilities. Responsibilities Monitor and respond to the driver support chat queue. Help coordinate drivers with app questions around status using canned answers for chat and email (confirmed, waiting list, and active). Monitor and provide support to en route delivery issues and notifications, requiring chat support assistance. Monitor and provide support to Customers not home or when they do not answer attempted contacts. Monitor and provide support to delivery returns, cancellations, refusal of delivery, and damaged goods. Coordinate driver support chat to include assigning interactions to the appropriate group, assigning the appropriate priority, or resolving the transaction. Assist New Drivers in Online Account Registration. Meet required metrics or service levels required by our clients. Maintain adherence to the company policies and work standards. Demonstrated comprehension skills for the purpose of determining customer issues and problem solving with the intent of keeping customers for the long-term. Qualifications High School Diploma or equivalent with 12 months' experience in a service-related role. Basic Knowledge of computer skills including Microsoft Office application software Excellent verbal and written communication skills Ability to utilize basic math computation skills. Required to work a flexible schedule that provides needed coverage for customer service levels. Required to read and follow all company policies and procedures. Able to maintain a regular work schedule to meet the needs of the business. Support and model the company values. *The candidate should be local to San Antonio TX or Irving TX. This is an Onsite role.
