[Hiring] Call Center Representative @AAA Northeast

Role Description

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Receives incoming calls from prospective and current members requesting road service; processes requests and gathers required information in order to provide timely service; answers members' questions and provides detailed information regarding AAA road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.

What you will do:

• For bilingual roles, all responsibilities must be able to be completed in both English and target language.
• Takes road service calls while being mindful of members’ emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.).
• Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem.
• Utilizes department software, such as Sales Force, D3, MemberzPlus, etc. to ensure efficient dispatch, prioritize calls for safety issues, and research membership status.
• Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., 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.
• Explains the benefits of AAA membership and sells memberships.
• Ensures that members are aware of costs associated with all services provided.
• When appropriate, advises the member of other AAA products and services, such as mobile battery replacement, Premier and PLUS Memberships, car rentals, and hotel reservations.
• Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances.
• Attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications.
• Refers non-AAANE Club members to appropriate Club for service.
• Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls.
• Acts as interface between Dispatch and members to enhance customer service.
• Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction.

Qualifications

• High School Diploma or GED Required
• Customer Service experience Required or Call Center experience Preferred
• If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy Required

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.
• If for a bilingual job: Verbal and written fluency in the stated target language and English.
• Ability to facilitate communication between parties who speak two different languages, English and a target language, to effectively and accurately interpret, respond, and resolve customer needs and problems.