客服代表 – 数字支持（聊天、邮件、短信）
Contact Center Agent – Digital Support (Chat, Email, SMS)
职位描述
简介：
数字支持代理通过非语音渠道，包括聊天、电子邮件和短信，为客户提供协助。该职位强调书面沟通、多任务处理以及在多个平台上提供准确、及时的回应。
主要职责：
- 通过聊天、电子邮件和短信清晰、专业且富有同理心地回应客户咨询。
- 指导客户进行在线购物，解决网站问题，并处理订单后的问题。
- 同时管理多个对话，同时保持质量和准确性。
- 在案件管理系统中记录所有互动，并跟进未解决的问题。
- 达到或超过响应时间、解决准确性和客户满意度的绩效目标。
- 通知业务合作伙伴网站错误，并协作解决问题。
- 利用AI工具和实时辅助功能来提升服务质量。
所需技能与资格：
- 出色的书面沟通能力，注意语气和语法。
- 能够在多个数字渠道中高效地多任务处理。
- 强大的解决问题能力和细致的工作态度。
- 至少30 WPM的打字速度以快速处理响应。
- 对技术感到舒适，并能快速学习新系统。
- 有聊天/电子邮件支持经验者优先。
工作地点资格：
您必须居住在东部时间区才能有资格担任此职位。
教育和/或经验
- 高中文凭或同等教育（GED）；以及
- 最少2年相关经验和/或培训，或教育和经验的等效组合
- 有呼叫中心或客户服务经验者优先，但非必需
- 熟悉法语/英语或西班牙语/英语者优先，但非必需
- 汽车知识优先，但非必需
监督职责：
· 无
证书、许可证、注册：
· 无需证书，ASE认证优先
Advance为您提供了哪些福利？
- 401k退休储蓄计划，公司有竞争力的匹配
- 带薪休假和病假
- 特别表彰奖项
- 成长和晋升机会
- 职业发展路径：我们大多数培训师、质量控制教练、经理和领导最初都是客户服务操作员
- 员工折扣计划
- 健康、牙科、视力和处方药保险
- 健康储蓄账户
- 医疗和牙科灵活支出账户
- 员工援助计划
查看英文原文
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 notrequired
- French/English or Spanish/English desired but notrequired
- Automotive Knowledgedesiredbut notrequired
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,managersand 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 paidshort & long termdisability insurance
- Annual increase based on performance
- Positive work environment
- Team Member Networks available
- Volunteer Opportunities
- Military Leave, JuryDutyand 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:
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 employeeis regularly required tosit and talk or hear. The employeeis occasionally required tostand; 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:
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Originally posted on Himalayas