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

Role Description

Our Emergency Roadside Customer Service Reps are the forefront of our member focus and have the opportunity to be every day heroes by helping our members in times of need. As a customer service rep, you will focus on helping and serving our members by taking inbound phone calls for emergency roadside service and ensuring that members are in a safe location while determining their overall needs. Additionally, you will review the member’s accounts to be sure they are taking full advantage of their memberships, benefits, and the many discounts available to them. Calls you will receive will range from flat tires, fuel deliveries, mechanical breakdowns, and tow requests. This is a fast-paced environment and understandably members are often faced with stressful or frustrating situations, so customer service reps are required to have empathy to their situation.

• 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 customers 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.
• 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.
• 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).

Requirements

• Irregular hours to include various shifts, weekends and/or holidays.
• This is a remote call center position. Call Center employees work remote full-time.
• An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.

Benefits

• The pay for the position is $19.00 per hour with shift premiums for evening periods and weekends.
• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).
• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.
• 401(k) plan to support long-term financial goals.
• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.
• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.