Job title: Remote Professional Support Operator -Remote East Coast Only
Company: Advance Auto Parts
Job description:

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Remote Professional Support Operator -Remote East Coast Only in Roanoke, VA at Advance Auto Parts

Date Posted: 3/5/2023

Career Snapshot

Employee Type:

Full-Time

Location:

Career Type:

Date Posted:

3/5/2023

About Us

At Advance Auto Parts we have a passion for YES. Each day we are motivated by a passion to help our Customers. We have a commitment to advance the lives of our fellow Team Members, Customers, and the Communities where we live and work.

When you join our team, you become one of 67,000 knowledgeable and experienced Team Members who are committed to providing outstanding customer service to our customers, communities and each other every day.

With over 5,000 stores in the United States, Canada, Puerto Rico and Virgin Islands, we are a leading automotive aftermarket parts provider. With opportunities ranging from our front lines in our Stores to our Distribution Centers to our Corporate Support Center and our rapidly growing Professional Business, we have the career for you.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.

Career Description

Job Description

Only Candidates in the following states will be considered: NC, VA, GA, SC, WV, MD, PA and FL.

Pay: $14.75 per hour

Professional Support Operator

The Professional Support Operator is considered the front line representative, providing best in class service to our customers and field team members. This individual will answer incoming phone calls, chats, and respond to emails via a dedicated CRM (Salesforce). The Professional Support Operator is primarily responsible for providing our Professional customers with support in the following areas:

B2B Online Ordering-All Professional eCommerce channels, including SMS integrations and system diagnostics including outbound call/email volume as required.

Loyalty Programs-Customers/field team members inquiring about ProRewards points, Travel Promotion, redemption assistance, Stocking Dealer programs, etc.

Professional Customer Care/General Question-Professional customers attempting to reach their local store or with other procedural questions, including transfers.

Technical Programs and Training-CTI/WTI Tier 1 and TechNet support functions e.g. password resets, systems access, etc.

The Professional Support Operator is able to provide resolutions to most concerns or partner with our field team members to find the best resolution for the customer. The agent is also tasked with navigating through various computer applications with speed and accuracy to provide timely customer resolutions. The major directive is to successfully serve our Customers and field Team Members better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. Our extensive training program provides analysts 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 customer information in a case management system

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 chats handled, response time, customer satisfaction score, adhering to schedule, and QA scores

Partner with other departments and field team members to resolve customer concerns

Responsible for working incoming cases including email-to-case

Provide knowledgeable answers to questions about company policies and procedures

Maintain Advance Auto Parts product and policy knowledge

Notify business partners of potential opportunities that have 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-5:30pm (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 Maternity and Paternity Leave

Visit our benefits website to view the many other benefits we offer:

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.
Expected salary: $14.75 per hour
Location: Roanoke, VA

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