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Store Support Operator - Bilingual (Spanish) in Roanoke, VA at Advance Auto Parts

Date Posted: 4/2/2019

Career Snapshot

Career Description

Job Description

This position was established to provide customer service and support to customers enrolled in our eServices solutions. The primary directive is to serve our customers better than anyone and assist them in the proper handling of training, questions, concerns and procedural opportunities. To support all customer types internal and external through a number of mediums: Salesforce, NetSuite, E-mail, Web, Web Chat and Phone Calls. To keep our Stores, Call Centers and Customers advised of any changes in processes or procedures. To ensure 100% customer satisfaction and resolution within company guidelines and all policies and procedures. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Answer 80% or more of calls within 60 seconds.
• Answers all e-mails within 24 hours or receiving.
• Maintains NetSuite and Salesforce Ticket integrity and resolution within 24-48 Hours.
• Returns Voice Mails within 30 minutes of receiving (Except for VM’s left outside teams hours of operation, but must be returned within 1st hour of next scheduled day)
• No more than 5% of all calls are abandoned.
• Resolves 80% of inquiries on first contact.
• 100% customer satisfaction and resolution.
• Take calls, e-mails and voice mails log the customer information into our NetSuite and Salesforce databases.
• Must comply with all company policies and procedures.
• Must comply with all local, state, and federal laws.
• Must set and maintain a professional example while on company business or serving as a representative of Advance Auto Parts.
• Must properly complete and submit any required or requested reports on time.
• Must maintain security and safety practices at all times.
• Must assist with and / or conduct any special programs as requested by his / her immediate supervisor.
• Must maintain any company issued equipment in proper operating condition.
• Must maintain the confidentiality of proprietary company information.
• Must work with other departments and Call Centers to ensure that company goals and resolution methods are met.
• Must strive to maintain consistency within the department and with the overall corporate guidelines.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be self-motivated and take initiative.
• Must possess knowledge of Store Operation policies and procedures.
• Must possess ability to effectively communicate with Store Operations management.
• Must possess good written and verbal skills.
• Must demonstrate the ability to meet deadlines.
• Must demonstrate the ability to work well under pressure.
• Must demonstrate the ability to work well with other departments, peers and business partners.
• Must be able to work a flexible schedule
• Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.
• Must demonstrate good organizational and follow-up skills.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions.
• A basic understanding of automotive terms and knowledge of vehicle repairs would be valuable to this position.

BILINGUAL in Spanish required

• High school diploma or General Education Degree (GED)
• Minimum of 2 years related experience and/or training; or equivalent combination of education and experience.
• ASE Certification not required but must be willing to attempt training and work towards obtaining ASE certification.