[Remote] Contact Center Agent – Digital Support (Chat, Email, SMS)
Note: The job is a remote job and is open to candidates in USA. Advance Auto Parts is a leading automotive parts retailer, and they are seeking a Digital Support Agent to provide customer assistance through chat, email, and SMS. The role emphasizes written communication and multitasking to deliver accurate and timely responses across multiple platforms.
Responsibilities
- Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy
- Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns
- Manage multiple conversations simultaneously while maintaining quality and accuracy
- Document all interactions in the case management system and follow up on outstanding issues
- Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction
- Notify business partners of website errors and collaborate on issue resolution
- Leverage AI tools and real-time assist features to enhance service delivery
Skills
- Excellent written communication skills with attention to tone and grammar
- Ability to multitask across multiple digital channels effectively
- Strong problem-solving skills and detail orientation
- Typing speed of at least 30 WPM for rapid response handling
- Comfort with technology and ability to learn new systems quickly
- 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
- You must live within the Eastern Time Zone to be eligible for this role
- Prior experience in chat/email support preferred
- 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
- ASE preferred
Benefits
- 401k Retirement Savings Plan with competitive company match
- Paid Time Off and Sick Time
- 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 Operator
- 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
Company Overview