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Empleo de eCommerce Phone Support Operator (Remote) en Advance Auto Parts en Parsons
Job DescriptionVirtual eCommerce Phone Support OperatorThe 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 customer's 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.Essential Duties and Responsibilities :Maintains composure while de-escalating customer issuesMaintains and updates customers information in a case management systemClose sales, upsell and process credit card paymentsProvide first level website technical supportFollows up on outstanding items to issue completionDocument each customer interaction in a case management systemMeet or exceed company set targets for calls / chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scoresProvide guidance through the Advance Auto Parts online shopping experienceWork with external shipping contractors to assist customers with domestic issues and claimsAddress and resolve post-order questions regarding shipping, billing, and deliveryPartner with other departments and store team members to resolve customers concernsResponsible for working incoming casesProvide knowledgeable answers to questions about products, pricing and availabilityMaintain Advance Auto Parts product and policy knowledgeNotify business partners of errors on the websiteComplete training courses by company set due dateRequirements :Excellent written communication skillsMust be able to multi-taskTyping speed of at least 45 words per minuteMust 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 holidaysMust thrive and be adaptable to an ever-changing fast pace environmentRegular, dependable attendance and punctualityDemonstrated ability to work well with other departments, peers and business partnersExcellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolutionMust be available to attend entire paid training classPass Background CheckLocation Eligibility :You must live within the Eastern Time Zone to be eligible for this role.What does Advance have to offer you?401k Retirement Savings Plan with competitive company matchPaid Time Off and Sick TimeOpportunity for overtimeSpecial Recognition awardsOpportunity for growth and promotionCareer Path Opportunities :Most of our trainers, quality control coaches, managers and leaders began their career as customer service analystsEmployee Discount ProgramHealth, Dental, Vision and Prescription Drug InsuranceHealth Savings AccountMedical and Dental Flexible Spending AccountsEmployee Assistance ProgramCompany paid Life insuranceCompany paid short & long term disability insuranceAnnual increase based on performancePositive work environmentTeam Member Networks availableVolunteer OpportunitiesMilitary Leave, Jury Duty and Bereavement PayPaid Disability Leave Due to Childbirth and Paid Parental Bonding LeaveVisit our benefits website to view the many other benefits we offer :Compensation Range13.50 USD PER HOUR - 15.25 USD PER HOURBenefits InformationCalifornia Residents click below for Privacy Notice :.
