[Remote] Contact Center Agent – Voice Support

Note: The job is a remote job and is open to candidates in USA. Advance Auto Parts is seeking a Voice Support Agent who serves as the first point of contact for customers and store team members via phone. This role focuses on delivering exceptional service, resolving inquiries efficiently, and ensuring a positive customer experience.

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

Skills

• 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
• Typing speed of at least 45 WPM for case documentation
• Adaptability to fast-paced, changing environments
• 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
• Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role
• 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
• ASE preferred

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: 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

Company Overview