Virtual Store Support Operator (FAST)

Advance Auto Parts•North Little Rock, AR

8d•$14 - $17•Remote

About The Position

Virtual OMNI Store Support Operator – Focused Automotive Sales Team (FAST) The OMNI Store Support Operator position was established to provide support for all our Company Owned and Independent Store Team Members, Field Leaders, AAP Support Centers, and Vendors regarding Tools & Equipment, and Special Orders. The major objective is to successfully serve our Store Team Members and Field Teams better than anyone and assist them in the proper handling of questions, concerns, procedural opportunities, and most importantly make the sale. The Stores are our customers. To support all customer types internal and external through several mediums: Salesforce, chat, e-mail, and outbound phone calls. To ensure 100% customer satisfaction and resolution within company guidelines and all policies and procedures. Our Team is full of growth which gives promotional opportunities to our internal Team Members above other candidates. The passion to serve our Stores and Customers better than anyone else shows in the success of our Team Members. We offer continued training and growth opportunities to all Team Members with the drive to be successful. Growth and Training are offered through weekly reviews, facilitator led classes, online courses, and on-hand experiences.

Requirements

Reliable access to the internet is required for this position, and it is the responsibility of the candidate/team member to ensure they have and maintain this access in order to perform job duties, communicate effectively, and participate in virtual meetings or systems access as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.
Typing speed of at least 45 words per minute
Must thrive and be adaptable to an ever-changing fast-paced environment
Regular, dependable attendance and punctuality
Demonstrated ability to work well with other departments, peers and business partners
Pass Background Check
Self-motivated and take initiative.
Ability to work a flexible schedule.
Must be willing and able to work during all hours of operations (subject to change). Current hours of operation are Monday-Friday 8:30am-6:30pm ET (rotating shift and queue is cleared for closing shifts)
We close on some holidays, including Christmas Day and Thanksgiving Day.
Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as routine reports and correspondence.
Ability to meet deadlines and work well under pressure.
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.
Demonstrated organizational and follow-up skills.
Basic understanding of automotive terms and knowledge of vehicle repairs preferred.
Location Eligibility: 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

Assisting customers regarding store/order policies and procedures.
Documenting all interactions with the customers.
Maintains and updates customers’ information in a case management system
Follows up on outstanding items to issue completion
Meet or exceed company set targets for all support types, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
Report updates needed in the Knowledge Library
Review weekly reminders and all communications
Responsible for working incoming cases, and chats
Complete training courses by company set due date
Work with store/field leadership and other business partners to resolve customer concerns in a timely manner.
Work with other departments and Call Centers to ensure that company goals and resolution methods are met.
Maintain consistency within the department and with the overall corporate guidelines
Answer all case/e-mails within 24 hours of receiving
Maintain a single digit abandoned rate
Maintain consistency within the department and with the overall corporate guidelines

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 in this role.
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