[Hiring] Emergency Roadside Telephone Responder @AAA Mid-Atlantic

Role Description

AAA is hiring for Full-Time Emergency Roadside Telephone Responders for our Virtual Call Center for Schedules beginning at 1pm, 2pm and 3pm EST.

This is a work from home customer service position.

Candidates MUST live within one of the following states to be considered:

• Connecticut
• Delaware
• Indiana
• Kansas
• Kentucky
• Maryland
• New Jersey
• Ohio
• Oklahoma
• Pennsylvania
• South Dakota
• Virginia
• Washington, DC
• West Virginia

Qualifications

• High School Diploma or equivalent
• One year customer service experience, call center/inbound call taking experience preferred
• Effective written and oral communication skills
• Ability to multi-task, seek resolution and remain professional during times of high call volume in a fast-paced work environment
• Proficient computer use, typing skills and attention to detail
• Familiarity with maps and map reading are preferred

Requirements

• A quiet, private work space free from distraction or interruption
• Previous Salesforce experience preferred but not required
• Stable, high-speed, hard-wired internet connection via Ethernet cable required throughout employment
• Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is not authorized and is prohibited
• Successful completion of three week virtual training class
• Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather
• This position does not allow the flexibility to provide care to others in the household

Benefits

• Competitive Hourly Rate: The starting base compensation for this position is $10.05 to $19.25 hourly.
• Paid Three Week Virtual Training
• All required computer equipment will be provided to you by AAA Club Alliance
• 8% Shift Differential when working regular scheduled shift after 2:00pm EST
• Health Insurance (Medical, Vision, Prescription Drug and Dental)
• Flexible Spending Accounts
• Wellness and Health Advocate Programs
• 401(k) with Employer Match
• Free AAA Membership and more

Daily Responsibilities

• Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materials.
• Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations.
• Use of online mapping tools to determine Member breakdown location and establishing the tow to destination.
• Actively listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member, etc.) and make sound decisions concerning prioritization of service.
• Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as needed.
• Ensure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call.

Training Information

Paid virtual training classes will begin on either 8-3-26 or 8-10-26 and will last for three weeks. You are required to be on camera for the entirety of your training, any subsequent training sessions and/or meetings throughout your employment with AAA.

Hours of training are: Monday through Friday from 9:00am to 4:30pm EST. Attendance and successful completion of training is required.

Both Full Time and Part Time schedules will be offered to you for selection prior to successful completion of training and are as follows:

• Full Time: 1:00pm to 9:00pm, 2:00pm to 10:00pm or 3:00pm to 11:00pm
• Part Time: 1:00pm to 7:00pm, 2:00pm to 8:00pm or 3:00pm to 9:00pm

Full and Part Time employees are required to work one weekend day per week.