Virtual – Social Media Operator - Remote ($14.75)

Career Description

The Social Media Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. The Social Media Operator is primarily responsible for responding to SMS, Chat, Surveys/Reviews, Social Media Posts and messages on several platforms, including but not limited to Facebook, Twitter, and Google Reviews. These posts may include customer experiences in store or online, company announcements/partnerships, or questions about our policies. The Social Media Operator is or is willing to cross train in all Retail and eCommerce departments including Customer Care, eCommerce, Advance Auto Parts Loyalty program, and Marketplace Support to ensure they can provide resolutions to all concerns. The operator is also tasked with navigating through many computer applications with speed and accuracy to provide timely customer resolutions. The major directive is to successfully serve our Customers and store Team Members better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. Our extensive training program provides the operator with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.

Location Eligibility: You must live in one of the following states to be eligible for this role.

• Florida
• Georgia
• South Carolina
• North Carolina
• Maryland
• West Virginia
• Pennsylvania
• Virginia

Essential Duties And Responsibilities

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

Requirements

• Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution
• Pass Background Check
• Must be available to work weekends and holidays. We are closed on Christmas Day and Thanksgiving Day.
• Demonstrated ability to work well with other departments, peers and business partners
• Must be willing and able to work Monday-Saturday 8:30am-9:30pm EST & Sunday 9:30am-6pm EST (queue is cleared for closing shifts, rotating shifts, permanent shift differential shift, rotating weekends, holidays).
• Must be able to multi-task
• Must be available to attend entire paid training class
• Typing speed of at least 45 words per minute
• Excellent written communication skills
• Regular, dependable attendance and punctuality
• Must thrive and be adaptable to an ever-changing fast pace environment

What does Advance have to offer you?

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

Education And/or Experience

• Minimum of 2 years related experience and/or training or equivalent combination of education and experience
• Automotive Knowledge desired but not required
• Call Center or Customer Service experience preferred but not required
• French/English or Spanish/English desired but not required
• High school diploma or General Education Degree (GED); and

Supervisory Responsibilities

None

Certificates, Licenses, Registrations

None Required, ASE preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform 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 is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an 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.

California Residents Click Below For Privacy Notice

http://www.worldpaccareers.com/uploads/2/4/0/4/24047148/advance_auto_parts_--_california_candidate_privacy_notice.pdf