JOB DESCRIPTION

The eCommerce Phone Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. This individual will answer incoming phone calls, return voicemails and respond to emails. The eCommerce Phone Support Operator is primarily responsible for locating and providing part fitment for customer’s vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, and partnering with our store leadership via email and phone to resolve opportunities.
The eCommerce Phone Support Operator is able to provide resolutions to all concerns. The agent is also tasked with navigating through many computer applications with speed and accuracy to provide timely customer resolutions. The major directive is to successfully serve our Customers and store Team Members better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. Our extensive training program provides analysts with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.
Only Candidates in the following states will be considered: NC, VA, GA, SC, WV, MD, PA and FL.

REQUIREMENTS:

• 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 Monday- Saturday 8:30am-9:30pm EST & Sunday 9:30am-6pm EST
• Must be available to work weekends and holidays
• 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

EDUCATION AND/OR EXPERIENCE

• High school diploma or General Education Degree (GED); and
• Minimum of 2 years related experience and/or training or equivalent combination of education and experience
• Call Center or Customer Service experience preferred but not required
• French/English or Spanish/English desired but not required
• Automotive Knowledge desired but not required

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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 online shopping experience
• Work with external shipping contractors to assist customers with domestic issues and claims
• Address and resolve post-order questions regarding shipping, billing, and delivery
• Partner with other departments and store team members to resolve customers concerns
• Responsible for working incoming cases
• Provide knowledgeable answers to questions about products, pricing and availability
• Maintain Advance Auto Parts product and policy knowledge
• Notify business partners of errors on the website
• Complete training courses by company set due date