Career Description

The Call Center Operator position is considered the front-line representative, providing best in class service to our customers and store team members. We offer several support options for our stores and customers. We provide support by answering incoming phone calls, returning voicemails, responding to social media posts/reviews, and even chat support. 

We have several teams within our department, which offers growth and cross-training opportunities. Below is a brief description of the teams. When applying for this position you will be assigned to one of these teams based on your experience and business needs.

The Retail eCommerce Phone/Chat Support Analyst is primarily responsible for locating and providing part fitment for customer’s vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, loyalty program support, and partnering with our store leadership via email and phone to resolve opportunities.

The Retail Customer Care Phone/Chat Support Analyst is primarily responsible for locating proof of purchase for items bought in store, assists with return/exchange refusals, experiences within a store location and partnering with our store leadership via email and phone to resolve opportunities.

The Social Media Analyst is primarily responsible responding to Social Media Posts and messages on several platforms, including but not limited to Facebook, Twitter, and Google Reviews. These posts may include customer experiences in store or online, company announcements/partnerships, or questions about our policies.

The Marketplace Analyst is responsible for customer support pertaining to our partnership with the Walmart Marketplace. The primary responsibilities include providing order statuses, locating and providing part fitment for customer’s vehicles, tracking shipments and partnering with our store leadership via email and phone to resolve opportunities, process returns and exchanges.

The Professional Support Analyst is primarily responsible for providing support for B2B online ordering, loyalty programs, processes/procedural questions, technical programs support, and partnering with our store leadership via email and phone to resolve opportunities.

The Labor Reimbursement Support Analyst is primarily responsible for providing our Professional customers with support with claim submission, inquiries, document review, etc.  They will also partner with the Escalations team on any high value or additional damage claims as well as for internal policy support.

The Merchandise Operations Store Support Operator is responsible for assisting stores both Company and Independently owned helping with locating those hard to find parts, placing orders with manufactures or assisting with procedural opportunities. This provides service to the stores in email, chat and phone Platforms.

Essential Duties and Responsibilities:

• Maintains composure while de-escalating customer issues
• Maintains and updates customers information in a case management system
• Close sales, upsell and process credit card payments
• 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
• Provide knowledgeable answers to questions about products, pricing and availability
• Provide knowledgeable answers to questions about company policies and procedures
• Notify business partners of errors on the website
• Notify business partners of potential opportunities taken place within a store location
• Complete training courses by company set due date

Requirements:

• 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
• Pass Background Check and Drug Screen

What does Advance have to offer you?

• 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
• Onsite Cafeteria with Starbucks
• 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

Education and/or Experience

• 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
• 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

Supervisory Responsibilities:

None

Certificates, Licenses, Registrations:

None Required, ASE preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.