Virtual Store Support Operator (Remote) ID-6720

March 1, 2025

Job Description

The 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 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 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.

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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

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