Job Description

The Store Support Operator position was established to provide support for our Company Owned and Independent Store Team Members, Field Leaders, AAP Support Centers, and Vendors regarding Tools & Equipment, and Special Orders. The major objective is to successfully serve our Store Team Members and Field Teams better than anyone and assist them in the proper handling of questions, concerns, procedural opportunities, and most importantly make the sale. The Stores are our customers. To support all customer types internal and external through several mediums: Salesforce, chat, e-mail, and phone calls. To ensure 100% customer satisfaction and resolution within company guidelines and all policies and procedures. 

Our Team is full of growth which gives promotional opportunities to our internal Team Members above other candidates. The passion to serve our Stores and Customers better than anyone else shows in the success of our Team Members. We offer continued training and growth opportunities to all Team Members with the drive to be successful. Growth and Training are offered through weekly reviews, facilitator led classes, online courses, and on-hand experiences.

This role requires a stable internet connection to get you throughout the Workday

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Assisting customers regarding store/order policies and procedures. Documenting all interactions with the customers.Maintains and updates customers’ information in a case management systemFollows up on outstanding items to issue completionMeet or exceed company set targets for calls/chats/etc. handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scoresReport updates needed in the Knowledge LibraryReview weekly reminders and all communicationsResponsible for working incoming casesComplete training courses by company set due dateWork with store/field leadership and other business partners to resolve customer concerns in a timely manner.Work with other departments and Call Centers to ensure that company goals and resolution methods are met.Maintain consistency within the department and with the overall corporate guidelines.Answer all case/e-mails within 24 hours of receiving.Maintain a single digit abandoned rate.Resolve 80% of inquiries on first contact.Maintain consistency within the department and with the overall corporate guidelines.

Requirements

Reliable access to the internet is required for this position, and it is the responsibility of the candidate/team member to ensure they have and maintain this access in order to perform job duties, communicate effectively, and participate in virtual meetings or systems access as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.Typing speed of at least 45 words per minuteMust thrive and be adaptable to an ever-changing fast-paced environmentRegular, dependable attendance and punctualityDemonstrated ability to work well with other departments, peers and business partnersPass Background CheckSelf-motivated and take initiative.Ability to work a flexible schedule.Must be willing and able to work during all hours of operations (subject to change).Current hours of operation are Monday-Friday 8:30am-6:30pm ET (queue is cleared for closing shifts, rotating shifts, permanent shift differential shift, rotating weekends, holidays).We close on some holidays, including Christmas Day and Thanksgiving Day.Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as routine reports and correspondence.Ability to meet deadlines and work well under pressure.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.Demonstrated organizational and follow-up skills.Basic understanding of automotive terms and knowledge of vehicle repairs preferred.

Location 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 in this role.Employee 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: https://www.advanceautoparts.jobs/en-US/page/benefits

Education and/or Experience

High school diploma or General Education Degree (GED); andMinimum of 2 years related experience and/or training or equivalent combination of education and experienceCall Center or Customer Service experience preferred but not requiredFrench/English or Spanish/English desired but not requiredAutomotive 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

Compensation Range

13.50 USD PER HOUR - 15.25 USD PER HOUR

Benefits Information

https://jobs.advanceautoparts.com/us/en/benefits

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