Contact Center Agent – Voice Support
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Job Description
Contact Center Agent providing phone support for customer inquiries, assisting with order placements and resolving issues. Dedicated to delivering exceptional customer service for Advance Auto Parts.
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.
Requirements:
- 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
- Typing speed of at least 45 WPM for case documentation
- 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
- Adaptability to fast-paced, changing environments
- Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.
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
- 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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