Contact Center Agent – Voice Support

Advance Auto Parts•North Little Rock, AR

14d•$14 - $17

About The Position

Job Description Overview: The Voice Support Agent serves as the first point of contact for customers and store team members via phone. This role focuses on delivering exceptional service, resolving inquiries efficiently, and ensuring a positive customer experience.

Requirements

Strong verbal communication and active listening skills.
Ability to manage high call volumes while maintaining accuracy and professionalism.
Problem-solving and conflict resolution skills with a customer-first mindset.
Typing speed of at least 45 WPM for case documentation.
Adaptability to fast-paced, changing environments.
You must live within the Eastern Time Zone to be eligible for this role.
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

Nice To Haves

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
ASE preferred

Responsibilities

Handle inbound calls with professionalism and empathy, providing accurate and timely solutions.
Assist customers with order placement, shipping inquiries, billing questions, and product availability.
De-escalate sensitive situations while maintaining composure and customer trust.
Update customer information and interactions in the case management system.
Meet or exceed performance goals for call handling, customer satisfaction, and quality assurance.
Collaborate with internal teams and store associates to resolve complex issues.
Stay current on product knowledge, policies, and system updates through continuous learning.

Benefits

401k Retirement Savings Plan with competitive company match
Paid Time Off and Sick Time
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 Operator
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
Visit our benefits website to view the many other benefits we offer: https://www.advanceautoparts.jobs/en-US/page/benefits