[Remote] eCommerce Phone Support Operator (Remote)

Note: The job is a remote job and is open to candidates in USA. Advance Auto Parts is a leading automotive aftermarket retailer, and they are seeking an eCommerce Phone Support Operator to provide exceptional service to customers and store team members. The role involves handling phone calls, emails, and providing resolutions related to part fitment, order statuses, and customer inquiries while maintaining a high level of service and accuracy.

Responsibilities

• 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

Skills

• 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
• You must live within the Eastern Time Zone to be eligible for this role.

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

Company Overview

• Advance Auto Parts is the largest automotive aftermarket parts provider in North America, serves both the professional installer. It was founded in 1932, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 10001+ employees. Its website is https://shop.advanceautoparts.com.

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