Contact Center Agent – Digital Support, Chat, Email, SMS

🕒 January 18

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Advance Auto Parts

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1932

🛒 Retail

🚗 Transport

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.

📋 Description

• The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS. • Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy. • Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns. • Manage multiple conversations simultaneously while maintaining quality and accuracy. • Document all interactions in the case management system and follow up on outstanding issues. • Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction. • Notify business partners of website errors and collaborate on issue resolution. • Leverage AI tools and real-time assist features to enhance service delivery.

🎯 Requirements

• Excellent written communication skills with attention to tone and grammar. • Ability to multitask across multiple digital channels effectively. • Strong problem-solving skills and detail orientation. • Typing speed of at least 30 WPM for rapid response handling. • Comfort with technology and ability to learn new systems quickly. • Prior experience in chat/email support preferred. • You must live within the Eastern Time Zone to be eligible for this role. • High school diploma or General Education Degree (GED); • Minimum of 2 years related experience and/or training or equivalent combination of education and experience. • Call Center or Customer Service experience preferred but not required. • French/English or Spanish/English desired but not required. • Automotive Knowledge desired but not required.

🏖️ Benefits

• 401k Retirement Savings Plan with competitive company match • Paid Time Off and Sick Time • 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 Operator • 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