ECommerce Phone Support Operator

@ Advance Auto Parts

Overview

The eCommerce Phone Support Operator is the front-line representative providing best in class service to both customers and store team members. This role involves answering inbound calls, making outbound calls, and responding to emails.

Responsibilities

• Locate and provide part fitment for customer vehicles
• Place orders, track shipments and provide order statuses
• Explain billing information and process credit card payments
• Offer first level website technical support
• Document customer interactions in a case management system
• Meet/exceed KPIs, call targets, customer satisfaction and quality scores
• Work with external shipping contractors and store leadership
• Participate in extensive training and complete training courses by deadline

Requirements

• Excellent written communication skills
• Ability to multi-task and fast typing (45 wpm or more)
• Flexible schedule: available for any shift, weekends and holidays
• Stable internet connection required
• Ability to work well with peers and other departments
• Pass background check

Benefits & Compensation

Benefits include a 401k with company match, PTO, sick time, overtime opportunities, special recognition awards, growth opportunities, employee discounts, comprehensive health insurance options, and more. The hourly compensation ranges from 13.50 USD to 15.25 USD.

Location

This is a remote position; however, candidates must live within the Eastern Time Zone.

Key skills/competency

• customer service
• order processing
• technical support
• communication
• problem-solving
• multi-tasking
• typing
• CRM
• upselling
• training