[Hiring] Call Center Representative @AAA Northeast

Role Description

This role involves providing roadside assistance and exceptional customer service to members.

• Receives incoming calls for roadside assistance on behalf of contracted automobile companies.
• Processes requests and gathers required information to provide timely service.
• Answers callers' questions and provides detailed information on road service products and services.
• Delivers Five Diamond Customer service to encourage member retention, renewal, and new membership sales.
• Takes road service calls while managing members' emotional states.
• Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description, and location.
• Utilizes department/program software to capture accurate information, prioritize calls for safety issues, and research membership status.
• Determines the exact location of disabled vehicles or meeting places by asking probing questions and referring to maps or other materials.
• Adheres to department standards for after call work, talk time, and staffed time.
• Provides information to members on road service policies and procedures.
• Determines the appropriate course of action for each call received, consulting with a supervisor for members with special circumstances.

Qualifications

• High School Diploma or GED Required or 4 years of experience in lieu of degree Required
• Customer Service experience Required
• Call Center experience Preferred

Requirements

• Ability to address various high volume and challenging situations.
• Ability to listen to, understand, and communicate with others by telephone, in written form, or electronically.
• Ability to read maps and utilize navigation resources.
• Ability to convince others to buy goods/services or to otherwise change their minds or actions.
• Encourage and build mutual trust, respect, and cooperation with others and maintain them.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Ability to operate a computer with relevant software applications.
• Ability to maintain confidentiality.

Benefits

• Hourly rate: $19.00 - $20.00 per hour