Professional Support Operator

TheProfessionalSupport Operatorisconsidered thefront linerepresentative, providingbestin classservice to our customersandfieldteam members.This individualwillanswer incoming phone calls,chats,and respond to emailsvia a dedicated CRM (Salesforce).TheProfessionalSupport Operator is primarily responsible forproviding our Professional customers with support in the following areas:

• B2B Online Ordering—All Professional eCommerce channels, including SMS integrations and system diagnostics including outbound call/email volume as required.

• Loyalty Programs—Customers/field team members inquiring aboutProRewardspoints, Travel Promotion, redemption assistance, Stocking Dealer programs, etc.

• Professional Customer Care/General Question—Professional customers attempting to reach their local store or with other procedural questions, including transfers. 

• Technical Programs and Training—CTI/WTI Tier 1 and TechNet support functionse.g.password resets, systems access, etc.

TheProfessionalSupport Operatorisable toprovide resolutions to mostconcernsor partner with ourfieldteam members to find the best resolution for the customer. The agent is also tasked with navigating throughvariouscomputer applications with speed and accuracyto provide timely customer resolutions.Themajor directive is to successfully serve ourCustomersandfieldTeam Members better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities.Our extensive training program provides analysts with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.

Essential Duties and Responsibilities:

• Maintains composure whilede-escalatingcustomerissues

• Maintainsand updates customer information in a case management system

• Provide first level websitetechnical support

• Follows up on outstanding items to issue completion

• Document each customer interactionin a case management system

• Meet or exceed company-settargets for chats handled, response time, customer satisfaction score, adhering to schedule,and QA scores

• Partner with other departments andfieldteam members to resolve customer concerns

• Responsible for working incoming cases including email-to-case

• Provide knowledgeable answers to questions aboutcompany policies and procedures

• Maintain Advance Auto Parts product and policy knowledge

• Notify business partners ofpotential opportunitiesthat havetaken place within a store location

• Complete training courses by company-set due date

Requirements:

• Excellent written communication skills

• Must be able to multi-task

• Typingspeedof at least 45words per minute

• Must be availabletowork any shift between 8:30am-5:30pm(rotating shifts)

• Must be available to work weekends and holidays

• Must thrive and be adaptable to anever-changingfast paceenvironment

• Regular, dependable,attendance and punctuality

• Demonstrated ability to work well with other departments, peers,and business partners

• Excellentproblem-solvingskills, 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 and Drug Screen

What does Advance have to offer you?

• 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

• Medical and Dental Flexible Spending Accounts

• Employee Assistance Program

• Company paid Life insurance

• Company paidshort & long termdisability insurance

• Annual increase based on performance

• Positive work environment 

• Team Member Networks available

• Volunteer Opportunities

• Military Leave, Jury Duty and Bereavement Pay

• Paid Maternity and Paternity Leave

• Visit our benefits website to view the many other benefits we offer:https://www.advanceautoparts.jobs/en-US/page/benefits

Education and/or Experience

• High school diploma or General Education Degree (GED); and

• Minimum of 2 years related experience and/or training or equivalent combination of education and experience

• Call Center or Customer Service experience preferred but not required

• French/English or Spanish/English desired but not required

• Automotive Knowledge desired but not required

Supervisory Responsibilities:

None