[Remote] Virtual Professional Support Operator at Advance Auto Parts

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Automotive, RetailIndustries

Requirements

Live within the Eastern Time Zone
Reliable internet access for performing job duties and participating in virtual meetings (candidate responsibility to ensure and maintain)
Strong written communication skills
Ability to multitask efficiently
Minimum typing speed of 45 words per minute
Availability between 8:30 AM and 5:30 PM, with flexibility for weekends, holidays, and additional hours as needed (queue must be cleared for closing shifts)
Adaptability to a fast-paced, ever-changing environment
Consistent attendance and punctuality
Proven ability to collaborate effectively with various teams and business partners
Strong problem-solving skills with the ability to identify, recommend, and execute optimal solutions
Availability to attend a full paid training program
Complete training courses by company set due date
Successful completion of background check and drug screening

Responsibilities

Manage incoming communications via phone calls, chats, emails, and cases through CRM system (Salesforce)
Support B2B online ordering across professional eCommerce channels, including SMS integrations, system diagnostics, and outbound communications
Handle claim management: updates on existing claims, file new claims, and process payments
Assist with loyalty programs: inquiries on ProRewards points, Travel Promotions, Stocking Dealer program, reward redemptions, and balance inquiries
Provide customer care and general inquiries support, including helping professional customers reach local stores or address procedural questions
Offer first-level technical support and training for CTI and TechNet programs, including password resets, systems access, and registration assistance
Resolve most concerns independently or through collaboration with field teams
Utilize various software applications with speed and precision
Maintain composure while de-escalating customer concerns
Update and manage customer information in a case management system
Provide first-level technical support for company websites
Follow up on outstanding tasks until resolution
Document all customer interactions in a case management system
Meet or exceed individual performance targets (handle time, response time, customer satisfaction, adherence to schedule, quality assurance)
Collaborate with other departments and field teams to resolve customer issues
Manage incoming cases, including email-to-case
Provide knowledgeable responses to inquiries about company policies and procedures
Stay informed on Advance Auto Parts products and policies
Notify business partners of operational opportunities identified at store locations
Complete training courses by assigned deadlines

Skills

Key technologies and capabilities for this role

SalesforceCRMCustomer ServiceB2B eCommerceClaim ManagementLoyalty ProgramsTechnical SupportCTITechNetSMS Integrations

Questions & Answers

Common questions about this position

Is this a remote position, and are there any location requirements?

This is a virtual role requiring reliable internet access for job duties and virtual meetings, but you must live within the Eastern Time Zone to be eligible.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills are required for the Virtual Professional Support Operator role?

Key skills include maintaining composure while de-escalating customer concerns, strong written communication for updating customer information and documenting interactions, providing first-level technical support, and utilizing software like Salesforce with speed and precision.

What does the training look like for this position?

The role includes a comprehensive training program that equips team members with necessary tools, and candidates must complete training courses by assigned deadlines.

What makes a strong candidate for this role?

Strong candidates can resolve concerns independently or through collaboration, meet performance targets like handle time and customer satisfaction, and stay informed on products and policies while managing multiple communication channels efficiently.