[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.

Responsibilities

• Respond to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy
• Guide customers through online shopping, troubleshooting website issues, and resolving post-order concerns
• Manage multiple conversations simultaneously while maintaining quality and accuracy
• Document all interactions in the case management system and follow up on outstanding issues
• Meet or exceed performance goals for response time, resolution accuracy, and customer satisfaction
• Notify business partners of website errors and collaborate on issue resolution
• Leverage AI tools and real-time assist features to enhance service delivery

Skills

• Excellent written communication skills with attention to tone and grammar
• Ability to multitask across multiple digital channels effectively
• Strong problem-solving skills and detail orientation
• Typing speed of at least 30 WPM for rapid response handling
• Comfort with technology and ability to learn new systems quickly
• 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
• Prior experience in chat/email support preferred
• 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
• Visit our benefits website to view the many other benefits we offer: https://www.advanceautoparts.jobs/en-US/page/benefits

Company Overview