Overview:
The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS. This role emphasizes written communication, multitasking, and delivering accurate, timely responses across multiple platforms.
Key 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.
Required Skills & Qualifications:
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.
Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.
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
Certificates, Licenses, Registrations:
None Required, ASE preferred
What does Advance have to offer you?
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
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Compensation Range
The good faith estimate for this role is between 13.50 USD and 17.00 USD per hour for a new team member.The rate offered depends on a number of factors, including geographic location, experience in retail, automotive knowledge, education, leadership roles, and other skillsets ideal for this position and shift differential (if applicable).
Benefits: Advance Auto Parts offers a comprehensive health and wellness benefits program to improve the way of life for our Team Members and those who mean the most to them: their families. Find out more by visiting:
https://jobs.advanceautoparts.com/us/en/benefits
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