[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 Contact Center Agent – Voice Support to serve 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
• 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