Virtual Customer Success Ambassador-Second Shift ($17.50)

Must live in NC or VA.
Second Shift Hours: Tues-Fri 11am - 7:30pm Saturday 1pm - 9:30pm SUN & MON -OFF (Set schedule) $17.50/hour
The Department of Customer Success, Executive Division - Virtual Customer Success Ambassador position was established to provide support for our Retail Operators, AAP Support Centers, Corporate Departments, Field and Customers regarding policies, procedures, and guidelines. This Team Member is here to serve as the contact for stores, customers, call centers and vendors. The primary directive is to serve our customers better than anyone and assist them in the proper handling of questions, concerns, and procedural opportunities. To support all customer types internal and external through many mediums: Salesforce, e-mail, Web, Web Chat, Social Media, Better Business Bureau, Attorney Generals, Power Reviews, SMS, and Phone Calls. To keep our Stores, Support Centers, Vendors and Customers advised of any changes in processes or procedures.
The Virtual Customer Success Ambassador also assists Operators with their customer’s directly in escalated situations and promotes customer retention. In addition, this team member aids the leadership team in various tasks including monitoring queue coverage and adjusting as needed, assist with monitoring first level agent behavior, collaboration on special projects and reviewing operational procedures or coaching side-by-side to analysts to provide best in class service to our customers.
Our Team is full of growth which gives promotional opportunities to our internal Team Members above other candidates. The passion to serve our Stores and Customers better than anyone else shows in the success of our Team Members. We offer continued training and growth opportunities to all Team Members with the drive to be successful. Growth and Training are offered through weekly reviews, facilitator led classes, online courses, and on hand experiences.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Directly assist customers in escalated situations through chat/phone calls and finding a resolution that is satisfactory to the customer and company alike.
• Assist leadership with various projects as needed.
• On a rotation basis, close the sales floor and send a recap email to leadership overviewing the queue and agent performance.
• Speak directly with customers to document compliments for first level agents and share bi period to all team members and leaders.
• Maintain the Knowledge Library by creating new SOPs and updating existing ones
• Review labor reimbursement claims to determine eligibility and payment, if any. Communicating the outcome to customers and submitting payment.
• Review urgent cases and respond within a 1-hour time frame.
• Work with call center/field leadership/legal and other business partners to resolve customer concerns in a timely manner.
• Work with other departments and Call Centers to ensure that company goals and resolution methods are met.
• Managing the demands of multiple projects and creatively handling resource conflicts.
• Review and resolve escalated customer complaints sent directly to the CEO and senior leadership
• Review first level agent cases and provide additional training as needed.
• Occasionally assist management by training newly hired agents and provide continuing education to existing agents.
• Assist with removing all archived customer information through new State Privacy Acts per customer requests.
• Continual review of all support types for customer opportunities trending and quality assurance with emphasis on maintaining "Best in Class" customer service support.
• Research and Resolve Better Business Bureau and Attorney General Complaints.
• Create and distribute weekly reminders with first level agents
• Assisting first level agents through chat/calls regarding store/ecommerce policies and procedures. Documenting all interactions with the agents.
• Review various reports including the gift card/check request report for accuracy and submit the requests for processing. Ensure all gift cards/checks are mailed/shipped in a timely manner.
• Maintain consistency within the department and with the overall corporate guidelines.
• Assist Leadership oversee first level agents by monitoring queues, adjusting queues as needed, and making leadership aware of agent opportunities.
• Occasionally assist in the chat or phone queue during abnormally heavy volume

Requirements

• Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.
• Ability to meet deadlines and work well under pressure.
• Ability to work a flexible schedule.
• Basic understanding of automotive terms and knowledge of vehicle repairs preferred.
• Demonstrated organizational and follow-up skills.
• Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as routine reports and correspondence.
• Regular, dependable attendance and punctuality.
• ASE certification not required but must be willing to work towards obtaining ASE certification.
• Desire to coach/train team members.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Solid written and verbal skills and ability to effectively communicate with Store Operations management, leaders, vendors, legal and other business partners.
• Demonstrated ability to work well with other departments, peers and business partners.
• Self-motivated and take initiative.
• Knowledge of Store Operation policies and procedures.

What does Advance have to offer you?

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

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
• French/English or Spanish/English desired but not required
• Call Center or Customer Service experience preferred 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.
The noise level in the work environment is usually moderate.
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.