Store Support Specialist in Roanoke, VA at Advance Auto Parts

Date Posted: 1/17/2020

Career Snapshot

Career Description



Job Description

SUMMARY

The Store Support Specialist position was established to provide support for the 1st level Professional Support Operators, AAP Support Centers, Corporate Departments, Field and Customers regarding policies, procedures, and guidelines. This Team Member is here to serve as the contact for stores, customers, call centers and vendors. The primary directive is to serve our customers better than anyone and assist them in the proper handling of questions, concerns, and procedural opportunities. To support all customer types internal and external through a number of mediums: Salesforce, e-mail, Web, Web Chat and Phone Calls. To keep our Stores, Call Centers and Customers advised of any changes in processes or procedures.

The Store Support Specialist also assists Operators with their customer’s directly in escalated situations and promotes customer retention. In addition, this team member aids the leadership team in various tasks including monitoring queue coverage and adjusting as needed, assists with monitoring first level agent behavior, and collaboration on special projects.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Assisting first level agents through chats/calls regarding labor claims policies and procedures. Documenting all interactions with the agents.
  • Occasionally assist management by training newly hired agents and provide continuing education to existing agents.
  • Directly assist customers in escalated situations through chats/phone calls and finding a resolution that is satisfactory to the customer and company alike.
  • Review labor reimbursement claims to determine eligibility and payment, if any. Communicating the outcome to customers and field team members and submitting payment.
  • Review various reports including the check request report/credit report for accuracy and submit the requests for processing. Ensure all checks are mailed/shipped in a timely manner.
  • Assist Leadership with oversight of operators by monitoring queues in Cisco Finesse, adjusting queues as needed, walking the sales floor, and making leadership aware of agent opportunities.
  • On a rotation basis, close the support floor and send a recap email to leadership overviewing the queue and agent performance.
  • Speak directly with customers to document compliments for first level agents.
  • Work with call center/field leadership 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.
  • Review first level agent Salesforce cases and provide additional training as needed.
  • Continual review of all call types for customer problem trending and quality assurance with emphasis on maintaining "Best in Class" customer service support.
  • Managing the demands of multiple projects and creatively handling resource conflicts.
  • Assist leadership with various projects as needed.

SERVICE LEVEL REQUIREMENTS

  • Answer 80% or more of calls/chats within 60 seconds.
  • Answer all cases within 24 hours of receiving.
  • No more than 5% of all calls/chats are abandoned.
  • Resolve 80% of inquiries on first contact.
  • Periodically review procedures and update as needed.
  • Maintain Salesforce Case integrity and resolution within 24-48 Hours.
  • 100% customer satisfaction and resolution.
  • 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.

QUALIFICATIONS

  • 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Self-motivated and take initiative.
  • Knowledge of Store Operation policies and procedures.
  • 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.  Good written and verbal skills and ability to effectively communicate with Store Operations management.
  • Ability to meet deadlines and work well under pressure.
  • Desire to coach/train agents.
  • 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.
  • Moderate understanding of automotive terms and knowledge of vehicle repairs preferred.
  • Ability to work a flexible schedule.
  • ASE certification not required, but must be willing to work towards obtaining ASE certification.

EDUCATION and/or EXPERIENCE

High school diploma or General Education Degree (GED); and
Minimum 6 months in Advance Auto Parts Retail position within the Store or Support Center


SUPERVISORY RESPONSIBILITIES

None

CERTIFICATES, LICENSES, REGISTRATIONS 

ASE certification not required, but must be willing to work towards obtaining ASE certificate.

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. Our department prides ourselves with distinguished rewards and recognition programs. We celebrate our team and team member wins daily, weekly, monthly and yearly with our compliment displays, performance perks programs, and Team Top Performers. We understand the balance of working hard and building great team member relationships.

The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.