The Store Support Operator position was established to provide customer service for AAP Call Centers (Store Support CCC, Tools and Equipment and E-commerce), Corporate Departments, Field and Customers on Parts and Accessories as well systems and company procedures to resolution. This Team Member is here to serve as the contact for stores, customers, call centers and vendors. The primary directive is to serve our customers better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. To support all customer types internal and external through a number of mediums: Remedy, E-mail, Web, Web Chat and Phone Calls. To keep our Stores, Call Centers and Customers advised of any changes in processes or procedures. To ensure 100% customer satisfaction and resolution within company guidelines and all policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Take calls, e-mails and voice mails log the customer information into Remedy database.
Answer 80% or more of calls within 60 seconds.
Answer all e-mails within 24 hours of receiving.
Return Voice Mails within 30 minutes of receiving (Except for VM¿s left outside teams hours of operation, but must be returned within 1st hour of next scheduled day)
No more than 5% of all calls are abandoned.
Resolve 80% of inquiries on first contact.
Maintain Remedy Ticket integrity and resolution within 24-48 Hours
100% customer satisfaction and resolution
Work with other departments and Call Centers to ensure that company goals and resolution methods are met.
Maintain consistency within the department and with the overall corporate guidelines.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Self-motivated and take initiative.
Knowledge of Store Operation policies and procedures.
Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as routine reports and correspondence. Good written and verbal skills and ability to effectively communicate with Store Operations management.
Ability to meet deadlines and work well under pressure.
Demonstrated ability to work well with other departments, peers and business partners.
Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.
Demonstrated organizational and follow-up skills.
Basic understanding of automotive terms and knowledge of vehicle repairs preferred.
Ability to work a flexible schedule.
ASE certification not required, but must be willing to work towards obtaining ASE certification.
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.
CERTIFICATES, LICENSES, REGISTRATIONS
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.
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
Resolve Customer Issue