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

🕒 il y a 5 mois

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Advance Auto Parts

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1932

🛒 Commerce de détail

🚗 Transport

Retail • Transport

Advance Auto Parts est un leader dans la fourniture de pièces automobiles de rechange pour le marché secondaire, desservant à la fois les installateurs professionnels et les clients amateurs. L'entreprise exploite un vaste réseau de vente au détail avec plus de 5 000 magasins et succursales à travers les États-Unis, Porto Rico, les Îles Vierges américaines, le Canada, le Mexique et diverses îles des Caraïbes. Advance Auto Parts est dédiée à la livraison de pièces et d'outils de qualité, soutenue par une équipe experte et des centres de distribution étendus pour assurer disponibilité et un service client exceptionnel. La société s'engage à promouvoir un environnement de travail diversifié et inclusif, offrant une gamme d'opportunités de carrière dans les secteurs de la vente au détail, de la distribution et du corporate.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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