Virtual Ecommerce Phone Support Operator

Career Description

Only Candidates in the following states will be considered: NC, VA, GA, SC, WV, MD, PA and FL.

The eCommerce Phone Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. This individual will answer incoming phone calls, return voicemails and respond to emails. The eCommerce Phone Support Operator is primarily responsible for locating and providing part fitment for customer’s vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, and partnering with our store leadership via email and phone to resolve opportunities.

The eCommerce Phone Support Operator is able to provide resolutions to all concerns. The agent 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 analysts with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.

Essential Duties And Responsibilities

• 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
• Maintains composure while de-escalating customer issues
• Complete training courses by company set due date
• Follows up on outstanding items to issue completion
• Provide first level website technical support
• Partner with other departments and store team members to resolve customers concerns
• Responsible for working incoming cases
• Work with external shipping contractors to assist customers with domestic issues and claims
• Provide knowledgeable answers to questions about products, pricing and availability
• Address and resolve post-order questions regarding shipping, billing, and delivery
• Close sales, upsell and process credit card payments
• Maintains and updates customers information in a case management system
• Notify business partners of errors on the website
• Maintain Advance Auto Parts product and policy knowledge

Requirements

• Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution
• Must be able to multi-task
• Must be available to work any shift Monday- Saturday 8:30am-9:30pm EST & Sunday 9:30am-6pm EST
• Must be available to attend entire paid training class
• Must thrive and be adaptable to an ever-changing fast pace environment
• Typing speed of at least 45 words per minute
• Excellent written communication skills
• Pass Background Check
• Regular, dependable attendance and punctuality
• Must be available to work weekends and holidays
• Demonstrated ability to work well with other departments, peers and business partners

What does Advance have to offer you?

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

Education And/or Experience

• High school diploma or General Education Degree (GED); and
• Automotive Knowledge desired but not required
• French/English or Spanish/English desired but not required
• 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

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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