[Hiring] Customer Service Representative @AAA-The Auto Club Group

Role Description

This role involves responding to member/customer requests for emergency road service in a call center environment.

• Obtains information regarding type of service required (e.g. vehicle location, type of problem, etc.)
• Provides basic information regarding Emergency Road Service benefits in accordance with Customer Interaction Model
• Performs geographical location spotting to determine potential service providers
• Communicates with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtains estimated time of arrival
• Enters data into D2000 database and documents all relevant details
• Notifies member of estimated time of arrival and name of contractor
• May communicate with contractor if service not provided within specified time period and update member on status as necessary
• Recognizes, promotes and processes membership sales opportunities
• Verifies completed status of call and closes out on system

You can make a difference by helping our members during stressful situations by:

• Providing superior customer service during every member interaction
• Responding to a high volume of emergency road service requests in a call center environment
• Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road
• Analyzing member accounts to determine additional products and services that benefit the member
• Exceeding performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion

Qualifications

• High school diploma or equivalent
• Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products
• 6 months of Customer Service Experience
• Providing customer service in a professional manner and de-escalating situations
• Accurately inputting information into various fields using a PC keyboard
• Navigating through a PC and/or automated processing system
• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.

Requirements

• Telephone etiquette
• Basic Computer skills
• Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, Email, company applications and more
• Ability to toggle back and forth between applications
• North American geographical relationships
• Road condition reporting terminology
• Strong communication skills demonstrated through the effective use of the Customer Interaction Model
• Strong interpersonal skills
• Strong written communications skills needed to respond in a professional manner to member/customer inquiries
• Effective listening skills
• Accurately enter information on a personal computer
• Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
• Represent the Customer Care Department in a professional and positive manner
• Maintain accurate records
• Understand, read and reconcile payment history
• Read maps and use travel related tools (i.e., directional cues)

Benefits

• 401k Match
• Medical
• Dental
• Vision
• PTO
• Paid Holidays
• Tuition Reimbursement
• Corporate Incentive Program
• Complimentary AAA membership
• Employee Referral Bonus
• Employee recognition program

Work Environment

• Irregular hours to include various shifts, weekends and/or holidays
• This is a remote call center position
• Call Center employees work remote full-time
• Employees may be required to report temporarily to a designated ACG facility if located <50 miles from an office until connectivity or service levels are restored