Virtual Store Support Operator

The Retail Customer Care Phone Support Operator is the front‑line representative, delivering first‑class service to customers and store team members. The role includes answering inbound phone calls, returning voicemails, responding to emails, locating proof of purchase for in‑store items, assisting with return/exchange requests, and partnering with store leadership to resolve opportunities. The operator must navigate multiple computer applications swiftly and accurately to provide timely resolutions, ultimately serving customers and team members better than anyone else.

Extensive training equips analysts to make sound judgment calls and provide exceptional service.

• Maintain composure while de‑escalating customer issues.
• Maintain and update customer information in a case‑management system.
• Close sales, upsell, and process credit‑card payments.
• Provide first‑level website technical support.
• Follow up on outstanding items to issue completion.
• Document each customer interaction in a case‑management system.
• Meet or exceed company targets for calls/chat handled, team KPIs, customer satisfaction score, schedule adherence and QA scores.
• Guide customers through the Advance Auto Parts in‑store shopping experience.
• Partner with other departments and store team members to resolve customer concerns.
• Work incoming cases.
• Provide knowledgeable answers to questions about company policies and procedures.
• Maintain product and policy knowledge.
• Notify business partners of potential store‑location opportunities.
• Complete training courses by company‑set deadlines.

• Excellent written communication skills.
• Ability to multi‑task.
• Typing speed of at least 45 words per minute.
• Availability 9:00 am‑6:00 pm EST Monday‑Friday, and for queue clearance on closing shifts.
• Availability to work holidays (including Christmas Day and Thanksgiving Day).
• Adaptability to a fast‑paced environment.
• Regular, dependable attendance and punctuality.
• Demonstrated ability to collaborate with other departments and partners.
• Excellent problem‑solving skills.
• Availability to attend entire paid training class.
• Pass background check.

• 401(k) 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 (many leaders began as Customer Service Operator).
• 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‑ and long‑term disability insurance.
• Annual pay increase based on performance.
• Positive work environment.
• Team member networks.
• Volunteer opportunities.
• Military leave, jury duty and bereavement pay.
• Paid disability leave due to childbirth and paid parental bonding leave.
• For full benefits list, visit https://(Use the "Apply for this Job" box below)./benefits

• High school diploma or GED.
• Minimum 2 years related experience and/or training or equivalent combination of education and experience.
• Call center or customer service experience preferred (not required).
• Language skills – French/English or Spanish/English desired (not required).
• Automotive knowledge desired (not required).

None.

None required. ASE preferred.

Required to sit, talk, hear, stand, walk, use hands, reach, stoop, kneel, crouch, crawl. Must regularly lift 10 lb and occasionally 25 lb. Vision required: close, distance, color, and focus adjustment.

Moderate noise level. Reasonable accommodations available for disabilities.

$13.50 to $17.00 per hour for new hires, depending on location, experience and other factors.

Advance Auto Parts offers comprehensive health and wellness benefits. Learn more at

We are an Equal Opportunity Employer and do not discriminate against any applicant on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status or disability. For California residents:

Entry level.

Full‑time.

Sales and Business Development.

Motor Vehicle Manufacturing and Retail.