The Spinx Company, a premier employer of South Carolina, operates 90+ convenience stores in South Carolina and employs over 1,800 associates through its stores, food operations, and related businesses. Spinx is passionate about fulfilling people's everyday needs by providing quality services and products in a clean, safe, and convenient environment. We operate in a fun and respectful manner that balances profit, community involvement, and environmental awareness while valuing our on-the-go customers, partners, and team of employees.
Benefits:
- 7 Paid Holidays
- Paid Time Off after 60 Days
- 401k Retirement Plan with Company Match/Profit Sharing
- $0.25 weekly fuel discount (per gallon)
- Holiday Savings Club
- Health Insurance
- Dental/Vision Insurance
- Short Term Disability
- Tuition Assistance
- Scholarship Opportunities
JOB SUMMARY: The Support Desk Teammate is part of the Spinx Centralized Support Desk, which unifies Customer Service, Dispatch, Facilities, and IT Support into a single seamless support model. This position serves as the frontline connection between stores, car washes, IT systems, and internal departments—providing prompt, professional, and friendly assistance to resolve issues efficiently. The teammate will triage, log, and dispatch service requests through the ticket system, ensuring timely coordination with Maintenance Technicians, IT specialists, third-party vendors, and store leadership. The role requires excellent communication, problem-solving, and multitasking skills to deliver resolutions that uphold Spinx’s Core Values and Top 10 Operational Priorities.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Serve as the single point of contact for maintenance, facilities, and IT-related service requests.
- Respond to incoming calls, emails, and tickets from store and car wash teams, guests, and internal departments.
- Log all service requests in ticket system, assigning accurate categories, priorities, and ownership.
- Provide assistance on issues related to the Spinx Xtras loyalty app, car wash memberships, store operations, POS systems, and IT hardware/software support.
- Troubleshoot first-level maintenance and technology issues before escalation.
- Dispatch internal technicians, IT support personnel, warehouse resources, and approved vendors based on skill, location, and availability.
- Follow up with stores and guests to ensure all issues are resolved within established SLA timeframes.
- Escalate unresolved or high-impact issues promptly to Tier 2, Tier 3, or vendor partners.
- Track technician and IT progress, parts usage, and time entry in ConnectWise for accurate reporting.
- Maintain customer and system data accuracy, ensuring follow-up communication within 48 hours of inquiry closure.
- Maintain a professional, courteous tone and build positive rapport with every interaction.
- Provide weekly updates to leadership summarizing ticket volumes, common issues, and service trends across all support categories.
- Support administrative compliance and documentation tasks (e.g., environmental tracking, equipment inventory, system audit logs).
- Other – Duties as assigned by immediate supervisor
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EDUCATION and/or EXPERIENCE: High School diploma/equivalency required higher education helpful. Strong technical ability and minimum of 1 year customer service, IT Help desk, maintenance coordination, or dispatch experience preferred.
LANGUAGE SKILLS: Effectively present information to customers, associates & management. Must display professionalism during all communications & information received regarding business affairs must be kept confidential. Ability to read, analyze & interpret general reports and correspondence. Ability to respond to common inquiries or complaints from associates, customers, regulatory agencies or members of the business community. Must be able to speak, read & write in the English language
MATHEMATICAL SKILLS: Ability to work with and apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
CERTIFICATES, LICENSES, REGISTRATIONS: Valid in-state Driver’s License with required auto insurance and acceptable MVR (motor vehicle report).
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle; or feel objects use tools or controls; reach with hands and arms; and talk and hear. The employee is frequently to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 25 pounds, occasionally lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are the representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee occasionally works in outside conditions and is occasionally exposed to wet and/or humid conditions, fumes, or airborne particles and extreme cold and/or heat. The employee occasionally works near moving mechanical parts: in high precarious places; and is occasionally exposed to toxic and caustic chemicals, and risk of electrical shock. The noise level in the work environment is usually moderate to loud.
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform as the Company may deem appropriate.
