Senior Specialist Store Support Fortune 500 Automotive Giant Years
Essential Duties and Responsibilities:
- Maintains composure while de-escalating customer issues.
- Maintains and updates customers information in a case management system.
- Tracks chat related information for auditing and reporting purposes.
- Provide first level website technical support.
- Follows up on outstanding items to issue completion.
- Document each customer interaction in a case management system.
- Meet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores.
- Provide guidance through the Advance Auto Parts online shopping experience.
- Work with external shipping contractors to assist customers with domestic issues and claims.
- Address and resolve post-order questions regarding shipping, billing, and delivery.
- Partner with other departments and store team members to resolve customers concerns.
- Responsible for working incoming cases
- Responsible for additional back office/offline work per business needs.
- Provide knowledgeable answers to questions about products, pricing and availability.
- Maintain Advance Auto Parts product and policy knowledge.
- Notify business partners of errors on the website.
- Complete training courses by company set due date.
Requirements:
- Excellent written communication skills
- Must be able to multi-task
- Typing speed of at least 45 words per minute.
- Must be available to work any shift between 8:30am-7:30pm (rotating shifts)
- Must be available to work weekends and holidays.
- Must thrive and be adaptable to an ever-changing fast pace environment.
- Regular, dependable attendance and punctuality.
- Demonstrated ability to work well with other departments, peers and business partners.
- Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.
- Must be available to attend entire paid training class.