Customer Service Associate Advance Auto Parts Year
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 US Multinational Fortune 500 Automotive Retail Company 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 US Multinational Fortune 500 Automotive Retail Company 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.
-Pass Background Check and Drug Screen