Virtual Professional Store Support Operator

Advance Auto Parts•North Little Rock, AR

8d•$14 - $17•Remote

About The Position

The Professional Store Support Operator serves as a critical front-line representative, delivering exceptional service to both our customers and field team members. This role involves managing incoming communications via phone calls, chats, emails, and cases through our CRM system, Salesforce. The primary responsibility is to provide comprehensive support to our professional customers and field teams in key areas, ensuring smooth operations and a positive customer experience. Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role. The Professional Store Support Operator is expected to resolve most concerns independently or through collaboration with field teams to deliver the best possible solutions. Utilizing various software applications with speed and precision, this role ensures efficient and accurate customer service. Our comprehensive training program equips team members with the necessary tools to exercise sound judgment and deliver outstanding service. This role offers an opportunity to be at the forefront of customer support for a leading company while developing critical skills in a dynamic and supportive environment. Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installers and do-it-yourself customers. As of October 5, 2024, Advance operated 4,781 stores primarily within the United States, with additional locations in Canada, Puerto Rico and the U.S. Virgin Islands. The company also served 1,125 independently owned Carquest branded stores across these locations in addition to Mexico and various Caribbean islands. Additional information about Advance, including employment opportunities, customer services and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.

Requirements

Reliable internet access for performing job duties and participating in virtual meetings. It is the responsibility of the candidate to ensure they have and maintain internet access.
Strong written communication skills
Ability to multitask efficiently
Minimum typing speed of 45 words per minute
Availability between 8:30 AM and 5:30 PM, with flexibility for weekends, holidays, and additional hours as needed. The queue must be cleared for closing shifts.
Adaptability to a fast-paced, ever-changing environment
Consistent attendance and punctuality
Proven ability to collaborate effectively with various teams and business partners
Strong problem-solving skills with the ability to identify, recommend, and execute optimal solutions
Availability to attend a full paid training program
Complete training courses by company set due date
Successful completion of background check and drug screening
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

B2B Online Ordering: Support all professional eCommerce channels, including SMS integrations and system diagnostics, while managing outbound communications as required.
Claim Management: Handle updates on existing claims, file new claims, and process payments.
Loyalty Programs: Assist with inquiries related to ProRewards points, Travel Promotions, Stocking Dealer program, and other professional offerings. Provide support for reward redemptions and balance inquiries.
Customer Care & General Inquiries: Assist professional customers in reaching their local stores or addressing other procedural questions.
Technical Support & Training: Offer first-level support for CTI and TechNet programs, including password resets, systems access, and registration assistance.
Maintain composure while de-escalating customer concerns
Update and manage customer information in a case management system
Provide first-level technical support for company websites
Follow up on outstanding tasks until resolution
Document all customer interactions in a case management system
Meet or exceed individual performance targets, including handle time, response time, customer satisfaction, adherence to schedule, and quality assurance
Collaborate with other departments and field teams to resolve customer issues
Manage incoming cases, including email-to-case
Provide knowledgeable responses to inquiries about company policies and procedures
Stay informed on Advance Auto Parts products and policies
Notify business partners of operational opportunities identified at store locations
Complete training courses by assigned deadlines

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: Most of our trainers, quality control coaches, managers and leaders began their career as customer service analysts
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