[Remote] Virtual Store Support Specialist at Advance Auto Parts

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Ability to perform all essential duties satisfactorily
Stable internet connection
Ability to live and work within the Eastern Time Zone

Responsibilities

Assisting first-level operators through chat/calls regarding store/ecommerce policies and procedures
Documenting all interactions with the operators
Occasionally assisting management by training newly hired operators and providing continuing education to existing operators
Occasionally assisting in the chat, phone, or SMS queue during abnormally heavy volume
Directly assisting customers in escalated situations through chat/phone calls and finding a resolution
Reviewing labor reimbursement claims to determine eligibility and payment
Communicating the outcome of claims to customers and submitting payment
Reviewing various reports, including the gift card request report, and submitting requests for processing
Ensuring all gift cards are mailed/shipped in a timely manner
Maintaining the Knowledge Library by creating new SOPs and updating existing ones
Creating and distributing weekly reminders with first-level operators
Speaking directly with customers to document compliments for first-level operators
Working with call center/field leadership and other business partners to resolve customer concerns
Working with other departments and Call Centers to ensure company goals and resolution methods are met
Maintaining consistency within the department and with corporate guidelines
Continually reviewing all support types for customer opportunities trending and quality assurance
Managing the demands of multiple projects and creatively handling resource conflicts
Reviewing urgent cases and responding within a 1-hour time frame
Assisting leadership with various projects as needed