Employment Type: Full time

Job Description

The Retail Customer Care 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 Retail Customer Care Phone Support Operator is primarily responsible for locating proof of purchase for items bought in store, assists with return/exchange refusals, experiences within a store location and partnering with our store leadership via email and phone to resolve opportunities. The Retail Customer Care Phone Support Operator is able to provide resolutions to most concerns or partner with our store team members to find the best resolution for the customer. 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 analysts with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.

This role requires a stable internet connection to get you throughout the Workday.

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

Essential Duties and 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 in-store shopping experience
Partner with other departments and store team members to resolve customers concerns
Responsible for working incoming cases
Provide knowledgeable answers to questions about company policies and procedures
Maintain Advance Auto Parts product and policy knowledge
Notify business partners of potential opportunities taken place within a store location
Complete training courses by company set due date

Requirements:

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 between Monday-Friday 9:00am-6:00pm EST or until queue is cleared for closing shifts.
Must be available to work holidays. We are closed on Christmas Day and Thanksgiving Day.
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

Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.

Hours of operation: 8:30am - 5:30pm EST

What does Advance have to offer you?

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 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
Visit our benefits website to view the many other benefits we offer: https://www.advanceautoparts.jobs/en-US/page/benefits

Education and/or Experience

High school diploma or General Education Degree (GED); and
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

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.

Compensation Range

13.50 USD PER HOUR - 15.25 USD PER HOUR

Benefits Information

https://jobs.advanceautoparts.com/us/en/benefits

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Advance Auto Parts

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