Job Description

THIS TEAM MEMBER NEEDS TO BE LOCATED IN RALEIGH, NC OR ROANOKE, VA!

The New Store Support Operator position was established to provide customer service for our Store and Field Teams on projects such as New Stores, Relocations, System Changeovers and Special Projects.   This Team Member is here to serve as the primary contact for the Team Members in our stores and Field Leadership Teams.  The major directive is to successfully serve our store Team Members and Field Teams better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. To support all customer types internal and external through a number of mediums: Remedy, E-mail, Phone Calls. To ensure 100% customer satisfaction and resolution within company guidelines and all policies and procedures.

What will you do?

• Take calls, e-mails and voice mails log the customer information into Remedy database.

• Answer 80% or more of calls within 60 seconds.

• Answer all e-mails within 24 hours of receiving.

• Return Voice Mails within 30 minutes of receiving (Except for voicemails left outside team’s hours of operation, but must be returned within 1st hour of next scheduled day)

• No more than 5% of all calls are abandoned.

• Resolve 80% of inquiries on first contact.

• Maintain Remedy Ticket integrity and resolution within 24-48 Hours

• 100% customer satisfaction and resolution

• Work with other departments to ensure that company goals and resolution methods are met.

• Document activities and develop feedback report to communicate project findings and activities to team and others involved.

• Maintain consistency within the department and with the overall corporate guidelines.

• Other duties may be assigned.

Qualifications:

• Self-motivated and take initiative.

• Knowledge of Store Operation policies and procedures.

• Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as routine reports and correspondence.  Good written and verbal skills and ability to effectively communicate with Store Operations management.

• Ability to meet deadlines and work well under pressure.

• 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.

• Demonstrated organizational and follow-up skills.

• Basic understanding of automotive terms and knowledge of vehicle repairs preferred.

• Ability to work a flexible schedule.

Certifications, Experience, and Education:

• Certifications: None required

• Experience: Minimum of 2 years related experience and/or training; and

• Education: High school diploma or General Education Degree (GED); or equivalent combination of education and experience.

Location & Work Availability:

This position is Remote but the candidate should be located in Raleigh, NC or Roanoke, VA.

Benefits Summary:

We believe in supporting our Team Members and those they love through comprehensive health & wellness benefits. Learn more here: https://jobs.advanceautoparts.com/us/en/benefits

Company Overview:

Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installers and do-it-yourself customers. As of December 28, 2024, Advance operated 4,788 stores primarily within the United States, with additional locations in Canada, Puerto Rico and the U.S. Virgin Islands. The company also served 934 independently owned Carquest branded stores across these locations in addition to Mexico and various Caribbean islands. Additional information about Advance, including employment opportunities, customer services, and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state, or local protected class.

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