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

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Automotive, eCommerce, RetailIndustries

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 Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing shifts
Must be available to work weekends and holidays
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
You must live within the Eastern Time Zone to be eligible for this role

Responsibilities

Answer incoming phone calls, make outbound calls and respond to emails
Locate and provide part fitment for customer’s vehicles
Place orders, track shipments, provide order statuses, explain billing
Partner with store leadership via email and phone to resolve opportunities
Provide resolutions to all concerns
Navigate through many computer applications with speed and accuracy to provide timely customer resolutions
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 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 customers concerns
Responsible for working incoming cases
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

Skills

Key technologies and capabilities for this role

Customer ServicePhone SupportEmail SupportCase ManagementPart FitmentOrder ProcessingShipment TrackingBilling SupportDe-escalationUpsellingCredit Card ProcessingWebsite Technical Support

Questions & Answers

Common questions about this position

What are the key skills required for the Virtual eCommerce Phone Support Operator role?

Required skills include excellent written communication, ability to multi-task, typing speed of at least 45 words per minute, excellent problem-solving skills, and the ability to maintain composure while de-escalating customer issues.

What is the work schedule like for this position?

Candidates must be available to work any shift Sunday-Saturday from 8:30 am - 5:30 pm ET or until queue is cleared for closing shifts, including weekends and holidays.

Is this a remote position?

This information is not specified in the job description.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What makes a strong candidate for this eCommerce Phone Support Operator position?

Strong candidates thrive in a fast-paced, ever-changing environment, demonstrate adaptability, have regular attendance and punctuality, and work well with other departments, peers, and business partners.