[Remote] Virtual Store Support Operator at Advance Auto Parts

United States

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

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
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
Live within the Eastern Time Zone

Answer incoming phone calls, return voicemails and respond to emails
Locate proof of purchase for items bought in store
Assist with return/exchange refusals
Resolve opportunities with store leadership via email and phone
Provide resolutions to customer concerns or partner with store team members to find the best resolution
Navigate through computer applications with speed and accuracy to provide timely customer resolutions
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 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