Virtual Store Support Operator

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 system
• Follows up on outstanding items to issue completion
• Meet or exceed company set targets for calls/chats/etc. handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
• Report updates needed in the Knowledge Library
• Review weekly reminders and all communications
• Responsible for working incoming cases
• Complete training courses by company set due date
• Work 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 minute
• Must thrive and be adaptable to an ever-changing fast-paced environment
• Regular, dependable attendance and punctuality
• Demonstrated ability to work well with other departments, peers and business partners
• Pass Background Check

• Self-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 m