[Remote] Virtual eCommerce Phone Support Operator at Advance Auto Parts

United States

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Excellent written communication skills
Ability to multi-task
Typing speed of at least 45 words per minute
Availability to work any shift Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing shifts
Availability to work weekends and holidays
Ability to thrive and be adaptable to an ever-changing fast pace environment
Regular, dependable attendance and punctuality
Ability to work well with other departments, peers, and business partners
Excellent problem-solving skills
Ability to pass a background check
Must live within the Eastern Time Zone

Maintain composure while de-escalating customer issues
Maintain and update customer information in a case management system
Close sales, upsell, and process credit card payments
Provide first-level website technical support
Follow 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 customer concerns
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