Note: The job is a remote job and is open to candidates in USA. Advance Auto Parts is seeking a Contact Center Agent – Voice Support to serve as the first point of contact for customers and store team members via phone. This role focuses on delivering exceptional service, resolving inquiries efficiently, and ensuring a positive customer experience.
Responsibilities
- Handle inbound calls with professionalism and empathy, providing accurate and timely solutions
- Assist customers with order placement, shipping inquiries, billing questions, and product availability
- De-escalate sensitive situations while maintaining composure and customer trust
- Update customer information and interactions in the case management system
- Meet or exceed performance goals for call handling, customer satisfaction, and quality assurance
- Collaborate with internal teams and store associates to resolve complex issues
- Stay current on product knowledge, policies, and system updates through continuous learning
Skills
- Strong verbal communication and active listening skills
- Ability to manage high call volumes while maintaining accuracy and professionalism
- Problem-solving and conflict resolution skills with a customer-first mindset
- Typing speed of at least 45 WPM for case documentation
- Adaptability to fast-paced, changing environments
- 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
- You must live within the Eastern Time Zone to be eligible for this role
- 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
- ASE preferred
Benefits
- 401k Retirement Savings Plan with competitive company match
- Paid Time Off and Sick Time
- Special Recognition awards
- Opportunity for growth and promotion
- Career Path Opportunities: Most of our trainers, quality control coaches, managers and leaders began their career 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 & 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
Company Overview