Virtual Store Support Operator

Job Description

Virtual Professional Store Support Operator 

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 acces