Senior Customer Service Coordinator

Are you passionate about customer service and eager to make a difference? Join our team as a Senior Customer Service Coordinator, where you'll play a pivotal role in shaping the future of our customer service operations!

Position Overview:

Serve as a second-level support and technical advisor to our Customer Service Coordinators and customers. Identify areas for improvement and develop work plans to provide mentoring, training, and support to the Coordinators. Assist Customer Service Coordinators with e-commerce questions or issues, provide information, and seek solutions for e-commerce orders placed through AutoZone's website. Handle escalated calls to resolve issues promptly. Support customers via email or live chat, delivering superior service through well-crafted written responses. Act as a role model by reinforcing company and department policies and procedures. Provide weekly KPI reports to the Advisor. Uphold policies outlined in the handbook.

Mentor and Coach: Inspire and guide our agents, developing impactful customer service training programs to elevate their skills.

Collaborate with Production Team: Partner with our production team to ensure compliance with policies and procedures, maintaining top-notch quality control for orders and delivering exceptional customer service.

IT Collaboration: Work closely with our IT team to ensure all systems are running smoothly, enabling seamless operations.

Support Teams: Assist DataZone, stores, and the NDD team in swiftly resolving issues, ensuring timely order completion and customer satisfaction.

Systems Expertise: Become a subject matter expert in Genysys and other systems, providing valuable insights and support to agents and visitors.

Feedback and Training: Offer feedback to Advisors.

Qualified candidates must:

Proficiency in the SMS system and Microsoft Excel.
Be effective leaders with excellent communication skills.
Have strong decision-making abilities.
Excel in a fast-paced environment.

Requirements:
1 year of experience in Customer Service, Training, or Call Center/Helpdesk.
Bilingual skills are a plus.
Knowledge of auto parts, retail stores help desk, or technical experience is preferred but not required.
Fulfillment center or warehouse experience is a plus.
Familiarity with call center systems and/or eCommerce order and payment systems is a plus.
Flexible scheduling and ability to work until closing as needed.

Benefits at AutoZone

AutoZone cares about people. That's why AutoZone offers thoughtful benefits programs with one-on-one benefit guidance designed to improve AutoZoners' physical, mental and financial wellbeing. Some of these benefits include:

Competitive pay and paid time off
Unrivaled company culture
Medical, dental, vision, life, and short- and long-term disability insurance options
Health Savings and Flexible Spending Accounts with wellness rewards
Exclusive Discounts and Perks, including AutoZone Instore discount
401(k) with Company match and Stock Purchase Plan
AutoZoners Living Well Program for mental and physical health
Opportunities for career growth and tuition reimbursement

An ONLINE APPLICATION is REQUIRED. Click the Apply button to complete your application. For step-by-step instructions on how to apply visit careers.autozone.com/candidateresources

Join the AutoZone team and put your career into overdrive with an essential employer who prioritizes employee safety. We are a veteran and military family-friendly employer, and we encourage candidates with military experience to apply.

AutoZone is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screening.

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