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Based in Raleigh, North Carolina, Advance Auto Parts is an automotive aftermarket company that sells a wide range of auto parts in 5,100 stores in over half of
eCommerce Phone Support Operator
Location
United States
Posted
171 days ago
Salary
$13 - $17 / hour
Seniority
Senior
Job Description
eCommerce Phone Support Operator
Advance Auto Parts
• 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
Job 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 Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing shifts.
- 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
Benefits
- 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
- 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 Disability Leave Due to Childbirth and Paid Parental Bonding Leave
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