The Social Media Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. The Social Media Operator is primarily responsible for responding to SMS, Chat, Surveys/Reviews, Social Media Posts and messages on several platforms, including but not limited to Facebook, Twitter, and Google Reviews. These posts may include customer experiences in store or online, company announcements/partnerships, or questions about our policies. The Social Media Operator is or is willing to cross train in all Retail and eCommerce departments including Customer Care, eCommerce, Advance Auto Parts Loyalty program, and Marketplace Support to ensure they can provide resolutions to all concerns. The operator 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 the operator with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.
This role requires a stable internet connection to get you throughout the Workday.
You must live within the Eastern Time Zone to be eligible for this role.
Essential Duties and Responsibilities:
Maintains composure while de-escalating customer issuesMaintains and updates customers information in a case management systemTracks social media related information for auditing & reporting purposesClose sales, upsell and process credit card paymentsProvide first level website technical supportFollows up on outstanding items to issue completionMeet or exceed company set targets for social media posts/messages handled, response time, customer satisfaction score, adhering to schedule, CSAT, and QA scoresProvide guidance through the Advance Auto Parts online shopping experienceWork with external shipping contractors to assist customers with domestic issues and claimsAddress and resolve post-order questions regarding shipping, billing, and deliveryPartner with customers, other departments, and store team members to resolve customers concernsMake Outbound calls to resolve customer opportunities, when necessaryResponsible for working incoming casesProvide knowledgeable answers to questions about products, pricing and availabilityMaintain Advance Auto Parts product and policy knowledgeNotify business partners of errors on the websiteComplete training courses by company set due dateRequirements:
Excellent written communication skillsMust be able to multi-taskTyping speed of at least 45 words per minuteMust be willing and able to work Monday-Saturday 8:30am-9:30pm EST & Sunday 8:30am-5:30pm EST (queue is cleared for closing shifts, rotating shifts, permanent shift differential shift, rotating weekends, holidays).Must be available to work weekends and holidays. We are closed on Christmas Day and Thanksgiving Day.Must thrive and be adaptable to an ever-changing fast pace environmentRegular, dependable attendance and punctualityDemonstrated ability to work well with other departments, peers and business partnersExcellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolutionMust be available to attend entire paid training classPass Background Check
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 as customer service operatorEmployee 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 requiredSupervisory 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.
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Compensation Range
13.50 USD PER HOUR - 15.25 USD PER HOURBenefits Information
https://jobs.advanceautoparts.com/us/en/benefits
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