Virtual Store Support Specialist Merchandising Operations

Advance Auto Parts • Raleigh, NC

441d • $28,080 - $31,720

About The Position

The Virtual Store Support Specialist position is designed to provide comprehensive support to Merch Ops Operators, Store Team Members, Field Leaders, and other stakeholders. The role focuses on ensuring customer satisfaction by addressing inquiries, resolving issues, and promoting effective communication across various platforms. The specialist will assist in training, maintain operational knowledge, and contribute to customer retention efforts, all while adhering to company policies and procedures.

Requirements

• High school diploma or GED required.
• Minimum of 2 years related experience or equivalent combination of education and experience.
• Reliable access to the internet is required.
• Knowledge of Store Operation policies and procedures.
• Ability to work a flexible schedule and during all hours of operations.
• Solid written and verbal communication skills.
• Excellent problem-solving skills and ability to meet deadlines under pressure.
• Demonstrated organizational and follow-up skills.

Nice To Haves

• Call Center or Customer Service experience preferred but not required.
• Bilingual in French/English or Spanish/English desired but not required.
• Basic understanding of automotive terms and knowledge of vehicle repairs preferred.

Responsibilities

• Assist first level operators through chat/calls regarding store/order policies and procedures.
• Document all interactions with the operators.
• Train newly hired operators and provide continuing education to existing operators.
• Assist in the chat or phone queue during heavy volume periods.
• Directly assist customers in escalated situations through chat/phone calls/emails.
• Assist with escalated, time-consuming, difficult, or one-off order requests.
• Maintain the Knowledge Library by creating new SOPs and updating existing ones.
• Create and distribute weekly reminders with first level operators.
• Document compliments for first level operators and share with team members and leaders.
• Work with call center/field leadership to resolve customer concerns in a timely manner.
• Ensure consistency within the department and corporate guidelines.
• Review support types for customer opportunities and quality assurance.
• Manage multiple projects and creatively handle resource conflicts.
• Review urgent cases and respond within a 1-hour time frame.
• Assist leadership with various projects as needed.

Benefits

• 401(k)
• 401(k) matching
• Bereavement leave
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount program
• Health, Dental, Vision and Prescription Drug Insurance
• Health Savings Account
• Medical and Dental Flexible Spending Accounts
• Company paid Life insurance
• Company paid short- & long-term disability insurance
• Paid Time Off and Sick Time
• Opportunity for overtime
• Special Recognition awards
• Paid Disability Leave Due to Childbirth and Paid Parental Bonding Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Motor Vehicle and Parts Dealers
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees