Job details
Salary $14.75 an hour job type full-time
Full job description
Job description
Work from home position, but must live in virginia
Ecommerce phone support operator
The ecommerce phone support operator is considered the front line representative, providing best in class service to our customers and store team membersThis individual will answer incoming phone calls, return voicemails and respond to emailsThe 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 opportunitiesThe ecommerce phone support operator is able to provide resolutions to all concernsThe agent is also tasked with navigating through many computer applications with speed and accuracy to provide timely customer resolutionsThe 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 opportunitiesOur extensive training program provides operators with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.
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 chats handled, response time, 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
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 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
What does advance have to offer you?
401k retirement savings plan with competitive company match
Paid time off and sick time
Opportunity for overtime
Special recognition awards
Opportunity for growth and promotion
Career path opportunities: most of our trainers, quality control coaches, managers and leaders began their career as customer service operators
Employee discount program
Health, dental, vision and prescription drug insurance
Health savings account
Medical and dental flexible spending accounts
Employee assistance program
Company paid life insurance
Company paid short & long term disability insurance
Annual increase based on performance
Positive work environment
Team member networks available
Volunteer opportunities
Military leave, jury duty and bereavement pay
Paid maternity and paternity leave
Visit 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); 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
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 jobReasonable 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 hearThe employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawlThe employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 poundsSpecific 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 jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
