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
• Communication Support: Assisting in the distribution and receipt of NAPA Store & Field related communications

Education

• High school diploma or equivalent work experience required
• HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus

Experience / Qualifications

• Minimum 3 to 5 years of experience in a Customer Service environment interacting with internal and external customers
• NAPA Store operations experience is a plus
• 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 Service Now, Five9, JIRA, and Confluence a plus
• Experience with automated call distributor phone systems and knowledge centered support (KCS) principles
• Experience with Remote Desktop, Active Directory and Microsoft Office Products – O365 is a plus
• Proven ability to analyze data and deliver results in a fast-paced environment
• Embodies the following values: Serve, Perform, Influence, Respect, Innovate, Team
• Must be open to working weekends and after-hour shifts

Physical Demands / Working Environment

• Work is conducted in a general office environment in most scenarios
• We offer a Flexible Work Policy that permits eligible employees to work remotely

Why NAPA may just be the right place for you:

• Outstanding health benefits and 401K
• Stable company. Fortune 200 with a family feel
• Company Culture that works hard, yet takes care of employees
• Opportunity for accessing multiple career paths, ongoing development, with support from leaders and your team

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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.