[Remote] Virtual Store Support Operator at Advance Auto Parts

United States

Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Retail, AutomotiveIndustries

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 (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
Must live within the Eastern Time Zone
Stable internet connection

Answer incoming phone calls, return voicemails and respond to emails
Locate proof of purchase for items bought in store
Assist with return/exchange refusals
Handle experiences within a store location
Partner with store leadership via email and phone to resolve opportunities
Provide resolutions to most concerns or partner with store team members to find the best resolution for the customer
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 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