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Virtual eCommerce Phone Support Operator

February 20, 2026

Job Description

Virtual eCommerce Phone Support Operator

The eCommerce Phone Support Operator is considered the front-line representative, providing best in class service to our customers and store team members. This individual will answer incoming phone calls, make outbound calls and respond to emails. The eCommerce Phone Support Operator is primarily responsible for locating and providing part fitment for customer's vehicles, placing orders, tracking shipments, providing order statuses, explaining billing, and partnering with our store leadership via email and phone to resolve opportunities. The eCommerce Phone Support Operator is able to provide resolutions to all concerns. The agent is also tasked with navigating through many computer applications with speed and accuracy to provide timely customer resolutions. The major directive is to successfully serve our Customers and store Team Members better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. Our extensive training program provides analysts with the tools they need to make judgment calls in the moment to offer exceptional customer service with their own style.

Essential Duties and Responsibilities:

Maintains composure while de-escalating customer issues
Maintains and updates customers information in a case management system
Close sales, upsell and process credit card payments
Provide first level website technical support
Follows up on outstanding items to issue completion
Document each customer interaction in a case management system
Meet or exceed company set targets for calls/chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
Provide guidance through the Advance Auto Parts online shopping experience
Work with external shipping contractors to assist customers with domestic issues and claims
Address and resolve post-order questions regarding shipping, billing, and delivery
Partner with other departments and store team members to resolve customers concerns
Responsible for working incoming cases
Provide knowledgeable answers to questions about products, pricing and availability
Maintain Advance Auto Parts product and policy knowledge
Notify business partners of errors on the website
Complete training courses by company set due date

Requirements:

Excellent written communication skills
Must be able to multi-task
Typing speed of at least 45 words per minute
Must be available to work any shift Sunday-Saturday: 8:30 am - 5:30 pm ET or until queue is cleared for closing shifts.
Must be available to work weekends and holidays
Must thrive and be adaptable to an ever-changing fast pace environment
Regular, dependable attendance and punctuality
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
Must be available to attend entire paid training class
Pass Background Check

Location Eligibility: You must live within the Eastern Time Zone to be eligible for this role.

What does Advance have to offer you?

401k Retirement Savings Plan with competitive company match
Paid Time Off and Sick Time
Opportunity for overtime
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 analysts
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:

Compensation Range
The good faith estimate for this role is between 13.50 USD and 17.00 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:

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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...