Virtual eCommerce Phone Support Operator

Virtual eCommerce Phone Support Operator

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The eCommerce Phone Support Operator is considered the front‑line representative, providing best in class service to our customers and store team members. This individual will answer incoming phone calls, make outbound calls and respond to emails. The primary responsibilities include locating and providing part fitment for customer vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, and partnering with store leadership to resolve opportunities.

The agent is able to provide resolutions to all concerns and navigate through many computer applications with speed and accuracy to provide timely customer resolutions.

• Maintains composure while de‑escalating customer issues
• Maintains and updates customers information in a case management system
• Close sales, upsell and process credit card payments
• Follows up on outstanding items to issue completion
• Document each customer interaction in a case management system
• Meet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
• Provide guidance through the Advance Auto Parts online shopping experience
• Work with external shipping contractors to assist customers with domestic issues and claims
• Address and resolve post‑order questions regarding shipping, billing, and delivery
• Partner with other departments and store team members to resolve customers concerns
• Responsible for working incoming cases
• Provide knowledgeable answers to questions about products, pricing and availability
• Maintain Advance Auto Parts product and policy knowledge
• Notify business partners of errors on the website
• Complete training courses by company set due date

• Excellent written communication skills
• Must be able to multi‑task
• Typing speed of at least 45 words per minute
• 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
• 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, recommend optimum solutions and follow through to resolution
• Must be available to attend entire paid training class
• Pass Background Check

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

• 401k 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
• 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 & long term disability insurance
• Annual increase based on performance
• Positive work environment
• Team Member Networks available
• Volunteer Opportunities
• Military Leave, Jury Duty and Bereavement Pay
• Paid Disability Leave Due to Childbirth and Paid Parental Bonding Leave
• Visit our benefits website to view the many other benefits we offer:

The good faith estimate for this role is between $13.50 USD and $17.00 USD per hour for a new team member. The rate offered depends on a number of factors, including geographic location, experience, education and shift differential (if applicable).

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, status as a veteran or basis of disability or any other federal, state or local protected class.

• Entry level

• Full‑time

• Other

• Motor Vehicle Manufacturing and Retail

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