Virtual Store Support Specialist

Job Description

Virtual Store Support Specialist (Department of Customer Success)
 

The Virtual Customer Success Ambassador position was established to provide support for our Retail Operators, AAP Support Centers, Corporate Departments, Field and Customers regarding policies, procedures, and guidelines. This Team Member is here to serve as the contact for stores, customers, call centers and vendors. The primary directive is to serve our customers better than anyone and assist them in the proper handling of questions, concerns, and procedural opportunities. To support all customer types internal and external through many mediums: Salesforce, e-mail, Web, Web Chat, Social Media, SMS, and Phone Calls. To keep our Stores, Support Centers, Vendors and Customers advised of any changes in processes or procedures.

The Virtual Customer Success Ambassador also assists Operators with their customer’s directly in escalated situations and promotes customer retention. In addition, this team member aids the leadership team in various tasks including but not limited to customer satisfaction initiatives, weekly communications and quizzes, knowledge management, and field opportunities.

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.

You must live and work within the Eastern Time Zone to be eligible.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assisting first level operators through chat/calls regarding store/ecommerce policies and procedures. Documenting all interactions with the operators.
• Occasionally assist management by training newly hired operators and provide continuing education to existing operators.
• Occasionally assist in the chat, phone, or SMS queue during abnormally heavy volume.
• Directly assist customers in escalated situations through chat/phone calls and finding a resolution that is satisfactory to the customer and company alike.
• Review labor reimbursement claims to determine eligibility and payment, if any. Communicating the outcome to customers and submitting payment.
• Review various reports including the gift card request report for accuracy and submit the requests for processing. Ensure all gift cards are mailed/shipped in a timely manner.
• Maintain the Knowledge Library by creating new SOPs and updating existing ones.
• Create and distribute weekly reminders with first level operators.
• Speak directly with customers to document compliments for first level operators and share bi period to all team members and leaders.
• Work with call center/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.
• Continual review of all support types for customer opportunities trending and quality assurance with emphasis on maintaining "Best in Class" customer service support.
• Managing the demands of multiple projects and creatively handling resource conflicts.
• Review urgent cases and respond within a 1-hour time frame.
• Assist leadership with various projects as needed.

Requirements

• 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Self-motivated and take initiative.
• Knowledge of Store Operation policies and procedures.
• Ability to work a flexible schedule.
• Must be willing and able to work Saturday – Wednesday 8:30a – 5:00pm EST.
• Must be available to work weekends and holidays. We are closed on 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.
• Solid written and verbal skills and ability to effectively communicate with Store Operations management, leaders, vendors, and other business partners.
• Ability to m