Contact Center Agent – Digital Support, Chat, Email, SMS
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Job Description
Digital Support Agent providing customer assistance via chat, email, and SMS for Advance Auto Parts. Ensuring clarity, professionalism, and empathy while managing customer inquiries in non-voice channels.
Responsibilities:
- The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS.
- 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.
Requirements:
- 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.
- Prior experience in chat/email support preferred.
- You must live within the Eastern Time Zone to be eligible for this role.
- High school diploma or General Education Degree (GED);
- 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.
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
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