[Remote] Virtual Store Support Operator at Advance Auto Parts

The Social Media Support Operator will act as a front-line representative, providing exceptional service to customers and store team members. Responsibilities include responding to customer inquiries via SMS, chat, surveys, reviews, and social media posts across various platforms. The operator will cross-train in all retail and e-commerce departments to resolve concerns, navigate computer applications with speed and accuracy, and maintain composure while de-escalating customer issues. They will update customer information in a case management system, track social media data for reporting, close sales, upsell, process payments, and provide first-level website technical support. Additionally, the operator will follow up on outstanding items, meet performance targets for handled posts, response time, and customer satisfaction, guide customers through the online shopping experience, and assist with domestic shipping issues and claims. They will also address post-order questions, partner with various stakeholders to resolve concerns, make outbound calls when necessary, provide product and policy knowledge, and notify business partners of website errors. Completing training courses by their due date is also a key responsibility.