Sr. Store Support Specialist - Hyderabad - Advance Auto Parts

Date de Publication: 6/12/2021

Résumé de l'offre

Description de l'offre

Job Description

GCC Store Support Operator position is considered the front-line representative, providing best in class service to our customers and store team members. This individual will simultaneously assist up to 3 customers via chat. The GCC Store Support Operator is primarily responsible for locating and providing part fitment for customer’s vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, supporting in-store and online customer support, and partnering with our store leadership via email and phone to resolve opportunities. The GCC Store Support Operator is cross trained in all retail departments including Customer Care, eCommerce and Advance Auto Parts Loyalty program, Speed Perks to ensure they can provide resolutions to all concerns. The agent is also tasked with navigating through many computer applications with speed and accuracy to provide timely customer resolutions. The major directive is to successfully serve our Customers and store Team Members better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. The GCC Store Support Operator will also support several back office/offline functions, including but not limited to processing Order Status Change requests, Webforms, UPS Claims, and responding to Power Reviews. Our extensive training program provides agents with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.

Essential Duties and Responsibilities:

  • Maintains composure while de-escalating customer issues

  • Maintains and updates customers information in a case management system

  • Tracks chat related information for auditing & reporting purposes

  • 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

  • Responsible for additional back office/offline work per business needs

  • 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


  • 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 between 8:30am-7:30pm (rotating 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