Virtual Store Support Operator

Position Overview

The Retail Customer Care Phone Support Operator serves as the front‐line representative for customers and store team members. In this role, you will answer incoming phone calls, return voicemails, respond to emails, locate proofs of purchase, and assist with return/exchange issues. You will also partner with store leadership to resolve concerns and navigate multiple computer applications with speed and accuracy, ensuring exceptional customer service. A stable internet connection is required, and you must reside within the Eastern Time Zone.

Key Responsibilities

• Maintain composure while de-escalating customer issues.
• Update customer information in the case management system.
• Close sales, upsell, and process credit card payments.
• Provide first level website technical support.
• Follow up on outstanding items to ensure issue completion.
• Document every customer interaction accurately.
• Meet or exceed targets for calls/chats handled, customer satisfaction, adherence to schedule, and QA scores.
• Guide customers through the in-store shopping experience.
• Collaborate with other departments and store team members to resolve concerns.
• Provide knowledgeable answers regarding company policies and procedures.
• Maintain Advance Auto Parts product and policy knowledge.
• Notify business partners of potential opportunities within store locations.
• Complete all required training courses by the designated due date.

Required Qualifications

• Excellent written communication skills.
• Ability to multi-task in a fast-paced environment.
• Typing speed of at least 45 words per minute.
• Availability to work any shift between Monday-Friday (9:00am-6:00pm EST) and until queue clearance for closing shifts.
• Availability to work on holidays (excluding Christmas Day and Thanksgiving Day).
• Dependable attendance with a strong sense of punctuality.
• Demonstrated problem-solving skills with the ability to recommend and follow through with solutions.
• Commitment to attending the full paid training session.
• Pass a background check.
• High school diploma or GED.
• Minimum of 2 years of related experience or training.

Preferred Qualifications

• Experience in a call center or customer service role is preferred.
• Bilingual in French/English or Spanish/English is desired.
• Automotive knowledge is a plus.

Benefits & Perks

• Compensation Range: 13.50 USD PER HOUR - 15.25 USD PER HOUR
• 401k Retirement Savings Plan with competitive company match
• Paid Time Off and Sick Time
• Opportunities for overtime and special recognition awards
• Career growth and promotion opportunities, with many leaders starting as Customer Service Operators
• Employee Discount Program
• Health, Dental, Vision, and Prescription Drug Insurance
• Health Savings Account and Medical/Dental Flexible Spending Accounts
• Employee Assistance Program
• Company-paid Life insurance and short & long-term disability insurance
• Annual performance-based increase
• Positive work environment with active Team Member Networks and volunteer opportunities
• Leave benefits including Military Leave, Jury Duty, Bereavement Pay, and Paid Disability/Parental Bonding Leave
• For additional details, visit the benefits website