Professional Store Support Operator (Virtual)

The Professional Store Support Operator serves as a critical front-line representative, delivering exceptional service to both our customers and field team members. This role involves managing incoming communications via phone calls, chats, emails, and cases through our CRM system, Salesforce. The primary responsibility is to provide comprehensive support to our professional customers and field teams in key areas, ensuring smooth operations and a positive customer experience. 

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

Key Responsibilities: 

• B2B Online Ordering: Support all professional eCommerce channels, including SMS integrations and system diagnostics, while managing outbound communications as required. 

• Claim Management: Handle updates on existing claims, file new claims, and process payments. 

• Loyalty Programs: Assist with inquiries related to ProRewards points, Travel Promotions, Stocking Dealer program, and other professional offerings. Provide support for reward redemptions and balance inquiries. 

• Customer Care & General Inquiries: Assist professional customers in reaching their local stores or addressing other procedural questions. 

• Technical Support & Training: Offer first-level support for CTI and TechNet programs, including password resets, systems access, and registration assistance. 

The Professional Store Support Operator is expected to resolve most concerns independently or through collaboration with field teams to deliver the best possible solutions. Utilizing various software applications with speed and precision, this role ensures efficient and accurate customer service. Our comprehensive training program equips team members with the necessary tools to exercise sound judgment and deliver outstanding service. 

Essential Duties and Responsibilities: 

• Maintain composure while de-escalating customer concerns 

• Update and manage customer information in a case management system 

• Provide first-level technical support for company websites 

• Follow up on outstanding tasks until resolution 

• Document all customer interactions in a case management system 

• Meet or exceed individual performance targets, including handle time, response time, customer satisfaction, adherence to schedule, and quality assurance 

• Collaborate with other departments and field teams to resolve customer issues 

• Manage incoming cases, including email-to-case 

• Provide knowledgeable responses to inquiries about company policies and procedures 

• Stay informed on Advance Auto Parts products and policies 

• Notify business partners of operational opportunities identified at store locations 

• Complete training courses by assigned deadlines 

Requirements: 

• Reliable internet access for performing job duties and participating in virtual meetings. It is the responsibility of the candidate to ensure they have and maintain internet access.  

• Strong written communication skills 

• Ability to multitask efficiently 

• Minimum typing speed of 45 words per minute 

• Availability between 8:30 AM and 5:30 PM, with flexibility for weekends, holidays, and additional hours as needed. The queue must be cleared for closing shifts.  

• Adaptability to a fast-paced, ever-changing environment 

• Consistent attendance and punctuality 

• Proven ability to collaborate effectively with various teams and business partners 

• Strong problem-solving skills with the ability to identify, recommend, and execute optimal solutions 

• Availability to attend a full paid training program 

• Complete training courses by company set due date 

• Successful completion of background check and drug screening 

This role offers an opportunity to be at the forefront of customer support for a leading company while developing critical skills in a dynamic and supportive environment. 

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 Maternity and Paternity 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