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.    P rior experience in chat/email support preferred.    L ocation 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 California Residents click below for Privacy Notice: https://jobs.advanceautoparts.com/us/en/disclosures