Immediate Hiring: eCommerce Phone Support Operator (Remote)
Position at a Glance:Position: Ecommerce Phone Support OperatorLocation: RemoteCompensation: a competitive salaryCompany: WorkwarpStart Date: Immediate openings available  Job Description
Virtual eCommerce Phone Support Operator
...
The eCommerce Phone Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. This individual will answer incoming phone calls, make outbound calls and respond to emails. The eCommerce Phone Support Operator is primarily responsible for locating and providing part fitment for customerÂs vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, and partnering with our store leadership via email and phone to resolve opportunities. The eCommerce Phone Support Operator is able to 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. 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.
Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.
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
 Maintain Advance Auto Parts product and policy knowledge
 Notify business partners of errors on the website
 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 Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing 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
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
 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.
#LI-AM1
Compensation Range
13.50 USD PER HOUR - 15.25 USD PER HOUR
Benefits Information
https://jobs.advanceautoparts.com/us/en/benefits
California Residents click below for Privacy Notice:
http://www.worldpaccareers.com/uploads/2/4/0/4/24047148/advance_auto_parts_--_california_candidate_privacy_notice.pdf Apply Job! We Want to Hear From You!If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
Apply Now
Virtual eCommerce Phone Support Operator
...
The eCommerce Phone Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. This individual will answer incoming phone calls, make outbound calls and respond to emails. The eCommerce Phone Support Operator is primarily responsible for locating and providing part fitment for customerÂs vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, and partnering with our store leadership via email and phone to resolve opportunities. The eCommerce Phone Support Operator is able to 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. 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.
Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.
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
 Maintain Advance Auto Parts product and policy knowledge
 Notify business partners of errors on the website
 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 Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing 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
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
 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.
#LI-AM1
Compensation Range
13.50 USD PER HOUR - 15.25 USD PER HOUR
Benefits Information
https://jobs.advanceautoparts.com/us/en/benefits
California Residents click below for Privacy Notice:
http://www.worldpaccareers.com/uploads/2/4/0/4/24047148/advance_auto_parts_--_california_candidate_privacy_notice.pdf Apply Job! We Want to Hear From You!If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
Apply Now