Note: The job is a remote job and is open to candidates in USA. Advance Auto Parts is a leading automotive parts retailer, and they are seeking a Digital Support Agent to provide customer assistance through chat, email, and SMS. The role emphasizes written communication and multitasking to deliver accurate and timely responses across multiple platforms.
Responsibilities
- Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy
- Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns
- Manage multiple conversations simultaneously while maintaining quality and accuracy
- Document all interactions in the case management system and follow up on outstanding issues
- Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction
- Notify business partners of website errors and collaborate on issue resolution
- Leverage AI tools and real-time assist features to enhance service delivery
Skills
- Excellent written communication skills with attention to tone and grammar
- Ability to multitask across multiple digital channels effectively
- Strong problem-solving skills and detail orientation
- Typing speed of at least 30 WPM for rapid response handling
- Comfort with technology and ability to learn new systems quickly
- 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
- Prior experience in chat/email support preferred
- 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
- Visit our benefits website to view the many other benefits we offer: https://www.advanceautoparts.jobs/en-US/page/benefits
Company Overview
Advance Auto Parts is the largest automotive aftermarket parts provider in North America, serves both the professional installer. It was founded in 1932, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 10001+ employees. Its website is https://shop.advanceautoparts.com.