Contact Center Agent – Voice Support

This a Full Remote job, the offer is available from: United States

Job Description

Overview:  
The Voice Support Agent serves as the first point of contact for customers and store team members via phone. This role focuses on delivering exceptional service, resolving inquiries efficiently, and ensuring a positive customer experience.  

Key Responsibilities:  

  • Handle inbound calls with professionalism and empathy, providing accurate and timely solutions.  

  • Assist customers with order placement, shipping inquiries, billing questions, and product availability.  

  • De-escalate sensitive situations while maintaining composure and customer trust.  

  • Update customer information and interactions in the case management system.  

  • Meet or exceed performance goals for call handling, customer satisfaction, and quality assurance.  

  • Collaborate with internal teams and store associates to resolve complex issues.  

  • Stay current on product knowledge, policies, and system updates through continuous learning.  

Required Skills & Qualifications:  

  • Strong verbal communication and active listening skills.  

  • Ability to manage high call volumes while maintaining accuracy and professionalism.  

  • Problem-solving and conflict resolution skills with a customer-first mindset.  

  • Typing speed of at least 45 WPM for case documentation.  

  • Adaptability to fast-paced, changing environments.  

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:  

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:

California Residents click below for Privacy Notice:

This offer from "Advance Auto Parts" has been enriched by Jobgether.com and got a 72% flex score.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...