Advance Auto Parts

Financial Administrator

Advance Auto Parts

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina, Virginia

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Job 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.