[Hiring] Virtual eCommerce Phone Support Operator REMOTE USA
Position: Virtual eCommerce Phone Support Operator
Date Posted: August 3, 2025
Industry: Automotive & eCommerce Customer Support
Employment Type: Full Time
Experience: Minimum 2 years of related experience or equivalent education
Qualification: High school diploma or GED
Location: Roanoke, VA, United States REMOTE (Only for candidates in NC, VA, GA, SC, WV, MD, PA, and FL)
Company: Advance Auto Parts
Description:
Advance Auto Parts is hiring enthusiastic and tech-savvy individuals for the position of Virtual eCommerce Phone Support Operator. This remote role places you on the front lines of customer service, representing the brand with professionalism and care. You’ll interact directly with customers and store associates via phone and email, helping to locate parts, track orders, and resolve inquiries related to billing, shipping, and more.
As a vital team member, you will navigate multiple systems swiftly and accurately while offering personalized service to each customer. Whether guiding users through the online shopping experience or escalating more complex issues, you’ll help ensure customer satisfaction is at the heart of every interaction.
Key Responsibilities:
- Answer incoming calls, respond to emails, and return voicemails in a courteous and efficient manner
- Assist customers with product selection, part fitment, availability, and order placement
- Support website navigation and provide technical guidance for common user issues
- Handle inquiries on shipping, billing discrepancies, and delivery concerns
- Collaborate with shipping vendors and internal departments to resolve post-order issues
- Process sales transactions and upsell when appropriate, including handling payment details
- Document every interaction accurately using a case management system
- Follow up on unresolved issues to ensure timely completion
- Meet or exceed metrics including response time, customer satisfaction scores, QA reviews, and schedule adherence
- Report website errors to the appropriate team for correction
- Complete all training requirements on time
Candidate Requirements:
- Minimum typing speed of 45 WPM and solid multitasking skills
- Strong written and verbal communication abilities
- Must be dependable, punctual, and adaptable to changing business needs
- Ability to work any shift Monday–Saturday (8:30am–9:30pm EST) and Sunday (9:30am–6:00pm EST)
- Must be able to work weekends and holidays as part of a rotating schedule
- Comfortable using multiple applications and navigating between systems quickly
- Must have a reliable, stable internet connection
- Background check required
Preferred But Not Required:
- Call center or prior customer service experience
- Bilingual proficiency in French/English or Spanish/English
- Automotive knowledge and/or ASE certification
What’s in it for You?
- Competitive 401(k) plan with company match
- Paid Time Off, sick leave, and holiday pay
- Opportunities for overtime and advancement
- Employee discount programs and recognition awards
- Health, Dental, Vision, and Prescription coverage
- Flexible Spending and Health Savings Accounts
- Paid parental leave and disability leave
- Company-paid life and disability insurance
- Supportive, collaborative virtual work environment
- Military leave, jury duty, and bereavement pay
- Access to team member resource groups and volunteer events
- Continuous growth with career paths in training, QA, and leadership roles
Explore more benefits here:
https://www.advanceautoparts.jobs/en-US/page/benefits
Physical Demands:
- Primarily sedentary role requiring extended screen time and phone use
- Occasionally lifting up to 25 lbs
- Requires close, distance, and color vision with normal hand dexterity
Work Environment:
- Quiet to moderate noise level in a home office setting
- Reasonable accommodations will be made for individuals with disabilities
For California residents, please view the privacy notice here:
https://jobs.advanceautoparts.com/us/en/disclosures
Advance Auto Parts is an Equal Opportunity Employer. We do not discriminate based on race, color, gender, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability.
Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.
