Sacramento, CA, USA
Full time
R25_0000008352
Job Summary
The Team Support Specialist role is responsible for, and dedicated to, assisting NAPA Auto Parts team members and personnel by providing direct support, guidance, solving issues, and ensuring a positive employee experience with a product or service. They utilize their knowledge and skills to troubleshoot problems and offer solutions, often acting as the first point of contact for Store Associates and Leaders.
The Team Support Specialist partners with internal and external departments to provide an industry leading Employee Experience for associates across our North American operations, enabling associates to drive operational excellence and exceptional customer service.
Key Responsibilities
- Answering Employee Inquiries: Addressing questions from Store & Field personnel regarding company systems, policies, processes and procedures via phone, email, or chat platforms
- Training Support: Providing basic training to new team members on internal systems, processes and procedures
- Incident Management & Escalation: Identifying complex issues that require further support from IT or other departments and escalating them appropriately
- Knowledge Base Management: Maintaining and updating the internal knowledge base with relevant information, troubleshooting guides, and frequently asked questions
- Reporting & Analysis: Tracking support tickets, identifying common issues, and generating reports to identify trends and potential areas for improvement
- Proactive Team Outreach: Provide proactive and personalized team support by informing Store teams about real or potential issues with services, programs or processes via phone, email, or chat platforms
- Process Improvement: Identifying opportunities to optimize team workflows and suggest enhancements
- Service Excellence: Delivering world-class associate service by following established departmental policies, processes, and standards
Qualifications- Minimum 3 to 5 years of experience in a Customer Service environment interacting with internal and external customers
- Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
- Able to think on your feet, find answers, and respond quickly to customer issues with a polite, empathic, and professional voice and demeanor
- Strong interest and proficiency in general business, retail, and distribution operations
- Basic ability to adapt to change, strive for improvements and eager to learn new working processes and methods
- Strong communication skills, both written and verbal
- Familiarity with systems like <>, <>, and <> a plus
- Experience with remote desktop applications
- Proven ability to analyze data and deliver results in a fast-paced environment
- Proficiency in common support tools, business applications (Microsoft Office, others)
- Embodies the following values: Serve, Perform, Influence, Respect, Innovate, Team
Physical Demands / Working Environment- Flexible work arrangement at an alternative worksite with required travel to office as needed
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
Where permitted by applicable law, successful applicants must be fully vaccinated against COVID-19 prior to start date. COVID-19 vaccination is a condition of employment, subject to an approved accommodation, and proof of vaccination will be required on or prior to start date.
GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC’s policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
See Description
Equal employment opportunity, including veterans and individuals with disabilities.
PI270178675
