[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.ResponsibilitiesHandle inbound calls with professionalism and empathy, providing accurate and timely solutionsAssist customers with order placement, shipping inquiries, billing questions, and product availabilityDe-escalate sensitive situations while maintaining composure and customer trustUpdate customer information and interactions in the case management systemMeet or exceed performance goals for call handling, customer satisfaction, and quality assuranceCollaborate with internal teams and store associates to resolve complex issuesStay current on product knowledge, policies, and system updates through continuous learningSkillsStrong verbal communication and active listening skillsAbility to manage high call volumes while maintaining accuracy and professionalismProblem-solving and conflict resolution skills with a customer-first mindsetTyping speed of at least 45 WPM for case documentationAdaptability to fast-paced, changing environmentsHigh school diploma or General Education Degree (GED); andMinimum of 2 years related experience and/or training or equivalent combination of education and experienceLocation Eligibility: You must live within the Eastern Time Zone to be eligible for this roleCall 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 LeaveCompany 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.