Contact Center Agent – Digital Support (Chat, Email, SMS) 

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 P