Senior Payroll Specialist
Driven Brands Inc.
Financial Administrator
Advance Auto Parts
full-time
Posted on:
Location: North Carolina, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide frontline support for customers using business solutions, ensuring timely issue resolution, clear communication, and positive user experience.
- Bridge the gap between technical teams and end users, helping customers navigate systems and processes effectively.
- Directly impact customer satisfaction, retention, operational efficiency, and the feedback loop to product teams.
- About Advance Auto Parts: leading automotive aftermarket parts provider serving stores across the United States and other locations.
Requirements
- Respond to customer inquiries via phone, email, or chat.
- Troubleshoot and resolve issues related to system functionality, access, or data.
- Escalate unresolved issues to appropriate teams while maintaining ownership of the customer experience.
- Maintain a professional and empathetic tone in all customer interactions.
- Product, portfolio, and billing knowledge for all eService and training products.
- Maintain accuracy of customer counts, customer and billing info across CRM, payment platform, and user database.
- Execute all process steps throughout the customer journey from enrollment to onboarding to recurring billing to cancellation to reactivation.
- Manage customer workflows across multiple platforms and databases, including Salesforce, Chargebee, and Passport.
- Prepare customer quotes for all subscription services.
- Manage complex programs requiring manual intervention to pause subscription services due to spend thresholds or credit account issues.
- Complete manual tracking for assigned projects, special programs/initiatives, or weekly product updates.
- Work with cross-functional credit partners to resolve issues, set up new accounts, transition payment types.
- Manage and maintain regular reporting across platforms, projects, and initiatives and assess individual and product KPIs.
- Provide monthly and quarterly business reviews and support special projects as needed.
