Contact Center Agent – Digital Support (Chat, Email, SMS)

E-Advance LLC (200); United States; On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

401k with company match

PTO & Sick Time

Health, Dental, Vision insurance

Employee discounts

Job summary

Advance Auto Parts is seeking a Digital Support Agent to assist customers through chat, email, and SMS with a strong focus on clear written communication and timely responses. You will guide customers through online shopping, troubleshoot website issues, and resolve post-order concerns while multitasking across channels and documenting interactions for follow-up.

This role requires a high school diploma and at least 2 years of related experience, with benefits including 401k, PTO, health

Qualifications

• High school diploma or GED required.
• Minimum 2 years in Call Center or Customer Service.
• Chat/email support experience preferred.
• French/English or Spanish/English desirable.

Responsibilities

• Respond to customer inquiries via chat, email, and SMS with clarity and empathy.
• Guide customers through online shopping and troubleshoot website issues.
• Resolve post-order concerns and manage multiple conversations simultaneously.
• Document all interactions in the case management system and follow up.
• Meet performance goals for response time, resolution, and satisfaction.

Skills

Written communication

Multitasking

Problem solving

Typing 30 WPM

Tech savvy

Chat/email support

Education

High school diploma or GED

2+ years related experience

Job description

Job Description Overview

The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS. This role emphasizes written communication, multitasking, and delivering accurate, timely responses across multiple platforms.

Key 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.

Required Skills & Qualifications

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. Prior experience in chat/email support preferred.

Location Eligibility

You must live within the Eastern Time Zone to be eligible for this role.

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

What does Advance have to offer you?

• 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

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. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class. We comply with all applicable federal, state, and local laws.

Compensation Range

The good faith estimate for this role is between 14.25 USD and 19.00 USD per hour for a new team member. The rate offered depends on a number of factors, including geographic location, experience in retail, automotive knowledge, education, leadership roles, and other skillsets ideal for this position and shift differential (if applicable).

Benefits

Advance Auto Parts offers a comprehensive health and wellness benefits program to improve the way of life for our Team Members and those who mean the most to them: their families. Find out more by visiting: https://jobs.advanceautoparts.com/us/en/benefits California Residents click below for Privacy Notice: https://jobs.advanceautoparts.com/us/en/disclosures Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installers and do-it-yourself customers. As of October 5, 2024, Advance operated 4,781 stores primarily within the United States, with additional locations in Canada, Puerto Rico and the U.S. Virgin Islands. The company also served 1,125 independently owned Carquest branded stores across these locations in addition to Mexico and various Caribbean islands. Additional information about Advance, including employment opportunities, customer services and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.