[Hiring] Call Center Representative @AAA Northeast

Role Description

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.

• 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
• 1-3 years Customer Service experience Required or 1+ years 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

Benefits

• Award-Winning: We’ve been named as a Top Employer for the last 7 years
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
• Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation.

Company Description

At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.

We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement.