Virtual Store Support Operator (Remote)

Advance Auto Parts Inc.; Raleigh (NC); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Social Media Support Operator to provide exceptional customer service across various platforms. This role involves engaging with customers through SMS, chat, and social media, addressing their inquiries, and ensuring their satisfaction. The ideal candidate will thrive in a fast-paced environment, possess strong communication skills, and be adaptable to changing situations. With a comprehensive training program and opportunities for growth, this position is perfect for those passionate about customer service and looking to make a difference in a dynamic team setting.

Benefits

401k Retirement Savings Plan

Paid Time Off and Sick Time

Opportunity for overtime

Special Recognition awards

Employee Discount Program

Health, Dental, Vision Insurance

Annual increase based on performance

Positive work environment

Volunteer Opportunities

Qualifications

• Must have excellent written communication and problem-solving skills.
• Experience in customer service or call center preferred.

Responsibilities

• Respond to customer inquiries via social media and SMS.
• Maintain customer information and track social media data.
• Provide first-level technical support for website issues.

Skills

Excellent written communication skills

Multi-tasking

Problem-solving skills

Typing speed of at least 45 words per minute

Adaptability to fast-paced environment

Education

High school diploma or GED

Minimum of 2 years related experience

Tools

Case management system

Job description

Job Description

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 issues
• Maintains and updates customers information in a case management system
• Tracks social media related information for auditing & reporting purposes
• Close sales, upsell and process credit card payments
• Provide first level website technical support
• Follows up on outstanding items to issue completion
• Meet or exceed company set targets for social media posts/messages handled, response time, customer satisfaction score, adhering to schedule, CSAT, 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 customers, other departments, and store team members to resolve customers concerns
• Make Outbound calls to resolve customer opportunities, when necessary
• 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 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 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

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 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 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

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.

Compensation Range

13.50 USD PER HOUR - 15.25 USD PER HOUR