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

Job Description

Overview:  
The Digital Support Agent provides customer assistance through non-voice channels, including chat, email, and SMS. This role emphasizes written communication, multitasking, and delivering accurate, timely responses across multiple platforms.  

Key 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.  

Required Skills & Qualifications:  

• 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.  

• Prior experience in chat/email support preferred.  

Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role. 

Education and/or Experience 

• 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 

• 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 

Supervisory Responsibilities: 

• None  

Certificates, Licenses, Registrations: 

• None Required, ASE preferred 

What does Advance have to offer you? 

• 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 

Physical Demands: 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. 

Work Environment: 

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment is usually moderate. 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class. We comply with all applicable federal, state, and local laws.

Compensation Range

The good faith estimate for this role is between 14.25 USD and 19.00 USD per hour for a new team member.

The rate offered depends on a number of factors, including geographic location, experience in retail, automotive knowledge, education, leadership roles, and other skillsets ideal for this position and shift differential (if applicable).

Benefits: Advance Auto Parts offers a comprehensive health and wellness benefits program to improve the way of life for our Team Members and those who mean the most to them: their families. Find out more by visiting:

https://jobs.advanceautoparts.com/us/en/benefits

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