Job Description

The Retail Customer Care 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 Retail Customer Care Phone Support Operator is primarily responsible for locating proof of purchase for items bought in store, assists with return/exchange refusals, experiences within a store location and partnering with our store leadership via email and phone to resolve opportunities. The Retail Customer Care Phone Support Operator is able to provide resolutions to most concerns or partner with our store team members to find the best resolution for the customer. The operator 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.

This role requires a stable internet connection to get you throughout the Workday.

You must live within the Eastern Time Zone to be eligible for this role.

Essential Duties and Responsibilities:

Maintains composure while de-escalating customer issuesMaintains and updates customers information in a case management systemClose sales, upsell and process credit card paymentsProvide first level website technical supportFollows up on outstanding items to issue completionDocument each customer interaction in a case management systemMeet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scoresProvide guidance through the Advance Auto Parts in-store shopping experiencePartner with other departments and store team members to resolve customers concernsResponsible for working incoming casesProvide knowledgeable answers to questions about company policies and proceduresMaintain Advance Auto Parts product and policy knowledgeNotify business partners of potential opportunities taken place within a store locationComplete training courses by company set due date

Requirements:

Excellent written communication skillsMust be able to multi-taskTyping speed of at least 45 words per minuteMust 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. We are closed on Christmas Day and Thanksgiving Day.Must thrive and be adaptable to an ever-changing fast pace environmentRegular, dependable attendance and punctualityDemonstrated ability to work well with other departments, peers and business partnersExcellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolutionMust be available to attend entire paid training classPass Background Check

Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.

Hours of operation: 8:30am - 5:30pm EST

What does Advance have to offer you?

401k Retirement Savings Plan with competitive company matchPaid Time Off and Sick TimeOpportunity for overtimeSpecial Recognition awardsOpportunity for growth and promotionCareer Path Opportunities: Most of our trainers, quality control coaches, managers and leaders began their career as Customer Service OperatorEmployee Discount ProgramHealth, Dental, Vision and Prescription Drug InsuranceHealth Savings AccountMedical and Dental Flexible Spending AccountsEmployee Assistance ProgramCompany paid Life insuranceCompany paid short & long term disability insuranceAnnual increase based on performancePositive work environmentTeam Member Networks availableVolunteer OpportunitiesMilitary Leave, Jury Duty and Bereavement PayPaid Disability Leave Due to Childbirth and Paid Parental Bonding LeaveVisit our benefits website to view the many other benefits we offer: https://www.advanceautoparts.jobs/en-US/page/benefits

Education and/or Experience

High school diploma or General Education Degree (GED); andMinimum of 2 years related experience and/or training or equivalent combination of education and experienceCall Center or Customer Service experience preferred but not requiredFrench/English or Spanish/English desired but not requiredAutomotive Knowledge desired but not required

Supervisory Responsibilities:

None

Certificates, Licenses, Registrations:

None Required, ASE preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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Compensation Range

13.50 USD PER HOUR - 15.25 USD PER HOUR

Benefits Information

https://jobs.advanceautoparts.com/us/en/benefits

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