[Remote] Contact Center Agent – Digital Support (Chat, Email, SMS)

Note: The job is a remote job and is open to candidates in USA. Advance Auto Parts is a leading automotive parts retailer, and they are seeking a Digital Support Agent to provide customer assistance through chat, email, and SMS. The role emphasizes written communication and multitasking to deliver accurate and timely responses across multiple platforms.ResponsibilitiesRespond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathyGuide customers through online shopping, troubleshooting website issues, and resolving post-order concernsManage multiple conversations simultaneously while maintaining quality and accuracyDocument all interactions in the case management system and follow up on outstanding issuesMeet or exceed performance goals for response time, resolution accuracy, and customer satisfactionNotify business partners of website errors and collaborate on issue resolutionLeverage AI tools and real-time assist features to enhance service deliverySkillsExcellent written communication skills with attention to tone and grammarAbility to multitask across multiple digital channels effectivelyStrong problem-solving skills and detail orientationTyping speed of at least 30 WPM for rapid response handlingComfort with technology and ability to learn new systems quicklyHigh school diploma or General Education Degree (GED); andMinimum of 2 years related experience and/or training or equivalent combination of education and experienceYou must live within the Eastern Time Zone to be eligible for this rolePrior experience in chat/email support preferredCall Center or Customer Service experience preferred but not requiredFrench/English or Spanish/English desired but not requiredAutomotive Knowledge desired but not requiredASE preferredBenefits401k Retirement Savings Plan with competitive company matchPaid Time Off and Sick TimeSpecial Recognition awardsOpportunity for growth and promotionCareer Path Opportunities: Most of our trainers, quality control coaches, managers and leaders began their career as Customer Service OperatorEmployee Discount ProgramHealth, Dental, Vision and Prescription Drug InsuranceHealth Savings AccountMedical and Dental Flexible Spending AccountsEmployee Assistance ProgramCompany paid Life insuranceCompany paid short & long term disability insuranceAnnual increase based on performancePositive work environmentTeam Member Networks availableVolunteer OpportunitiesMilitary Leave, Jury Duty and Bereavement PayPaid Disability Leave Due to Childbirth and Paid Parental Bonding LeaveVisit our benefits website to view the many other benefits we offer: https://www.advanceautoparts.jobs/en-US/page/benefitsCompany OverviewAdvance Auto Parts is the largest automotive aftermarket parts provider in North America, serves both the professional installer. It was founded in 1932, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 10001+ employees. Its website is https://shop.advanceautoparts.com.