Immediate Hiring: eCommerce Phone Support Operator (Remote)
Position at a Glance:
- Position: Ecommerce Phone Support Operator
- Location: Remote
- Compensation: a competitive salary
- Company: Workwarp
- Start Date: Immediate openings available
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Job Description Virtual eCommerce Phone Support Operator ... The 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 customerÂs 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. Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role. Essential Duties and Responsibilities:  Maintains composure while de-escalating customer issues  Maintains and updates customers information in a case management system  Close sales, upsell and process credit card payments  Provide first level website technical support  Follows up on outstanding items to issue completion  Document each customer interaction in a case management system  Meet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores  Provide guidance through the Advance Auto Parts online shopping experience  Work with external shipping contractors to assist customers with domestic issues and claims  Address and resolve post-order questions regarding shipping, billing, and delivery  Partner with other departments and store team members to resolve customers concerns  Responsible for working incoming cases  Provide knowledgeable answers to questions about products, pricing and availability  Maintain Advance Auto Parts product and policy knowledge  Notify business partners of errors on the website  Complete training courses by company set due date 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 Supervisory Responsibilities: None Certificates, Licenses, Registrations: None Required, ASE preferred Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. #LI-AM1 Compensation Range 13.50 USD PER HOUR - 15.25 USD PER HOUR Benefits Information https://jobs.advanceautoparts.com/us/en/benefits California Residents click below for Privacy Notice: http://www.worldpaccareers.com/uploads/2/4/0/4/24047148/advance_auto_parts_--_california_candidate_privacy_notice.pdf Apply Job!Â
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