eCommerce Phone Support Operator

November 15

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Advance Auto Parts

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Retail • Transport

Advance Auto Parts is a leading provider of automotive aftermarket parts that serves both professional installers and do-it-yourself customers. The company operates a widespread retail network with over 5,000 stores and branches across the United States, Puerto Rico, U. S. Virgin Islands, Canada, Mexico, and various Caribbean Islands. Advance Auto Parts is dedicated to delivering quality parts and tools, supported by knowledgeable team members and extensive distribution centers to ensure availability and exceptional customer service. The company is committed to fostering a diverse and inclusive work environment, offering a range of career opportunities in retail, distribution, and corporate settings.

10,000+ employees

Founded 1932

🛒 Retail

🚗 Transport

📋 Description

• Maintains composure while de-escalating customer issues • Maintains and updates customers information in a case management system • Close sales, upsell and process credit card payments • Provide first level website technical support • Follows up on outstanding items to issue completion • Document each customer interaction in a case management system • Meet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores • Provide guidance through the Advance Auto Parts online shopping experience • Work with external shipping contractors to assist customers with domestic issues and claims • Address and resolve post-order questions regarding shipping, billing, and delivery • Partner with other departments and store team members to resolve customers concerns • Responsible for working incoming cases • Provide knowledgeable answers to questions about products, pricing and availability • Maintain Advance Auto Parts product and policy knowledge • Notify business partners of errors on the website • Complete training courses by company set due date

🎯 Requirements

• Excellent written communication skills • Must be able to multi-task • Typing speed of at least 45 words per minute • Must be available to work any shift Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing shifts. • Must be available to work weekends and holidays • Must thrive and be adaptable to an ever-changing fast pace environment • Regular, dependable attendance and punctuality • Demonstrated ability to work well with other departments, peers and business partners • Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution • Must be available to attend entire paid training class • Pass Background Check

🏖️ Benefits

• 401k Retirement Savings Plan with competitive company match • Paid Time Off and Sick Time • Opportunity for overtime • Special Recognition awards • Opportunity for growth and promotion • Career Path Opportunities: Most of our trainers, quality control coaches, managers and leaders began their career as customer service analysts • Employee Discount Program • Health, Dental, Vision and Prescription Drug Insurance • Health Savings Account • Medical and Dental Flexible Spending Accounts • Employee Assistance Program • Company paid Life insurance • Company paid short & long term disability insurance • Annual increase based on performance • Positive work environment • Team Member Networks available • Volunteer Opportunities • Military Leave, Jury Duty and Bereavement Pay • Paid Disability Leave Due to Childbirth and Paid Parental Bonding Leave