Virtual eCommerce Phone Support Operator

Virtual eCommerce Phone Support Operator

We are looking for a front‑line representative to provide best‑in‑class phone and email support for customers and store team members at Advance Auto Parts. The role involves making inbound and outbound calls, handling emails, locating part fitment, processing orders, tracking shipments, explaining billing, and partnering with store leadership to resolve opportunities.

• Respond to incoming phone calls and emails, making outbound calls as needed.
• Locate and provide part fitment for customers’ vehicles.
• Place orders, track shipments, and provide order status updates.
• Explain billing details and process credit card payments.
• De‑escalate customer issues and maintain composure under pressure.
• Document each customer interaction in the case‑management system.
• Close sales, upsell, and process payments while ensuring compliance with company policies.
• Follow up on outstanding items to achieve completion.
• Resolve post‑order questions regarding shipping, billing, and delivery.
• Collaborate with shipping contractors, other departments, and store teams to resolve customer concerns.
• Provide first‑level website technical support and notify business partners of website errors.
• Maintain product and policy knowledge for Advance Auto Parts.
• Complete required training courses by the company‑set due date.

• Excellent written communication skills.
• Typing speed of at least 45 words per minute.
• Must be able to multi‑task and work well in a fast‑paced environment.
• Must be available to work any shift Sunday‑Saturday 8:30 am – 5:30 pm ET or until queue is cleared for closing shifts.
• Must be available to work weekends and holidays and attend the entire paid training class.
• 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 and recommend solutionsli>
• Pass a background check.

You must live within the Eastern Time Zone to be eligible for this.

• 401(k) retirement savings plan with company match.
• Paid time off and sick time.
• Health, dental, vision, and prescription drug insurance.
• Employee assistance program.
• Life and short‑ and long‑term disability insurance.
• Annual performance‑based increases.
• Employee discount program.
• Career growth and promotion opportunities.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability.