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

Role Description

This is a work from home customer service position for Full-Time Emergency Roadside Telephone Responders for our Virtual Call Center.

• Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance.
• Provide extraordinary customer service using sound judgement and expressing empathy as needed.
• Accurately input Member location, vehicle make/model, and description of the needs of the Member.
• Use online mapping tools to determine Member breakdown location and establish the tow to destination.
• Actively listen and probe for additional information to identify situations that may require special handling.
• Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival, and instructions to the Member.
• Ensure awareness of any AAA programs, products, or discounts that may enhance the Member's experience.

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 high call volume
• 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
• Successful completion of three week virtual training class
• Ability to work weekends, overtime, and/or holidays is required
• This position does not allow the flexibility to provide care to others in the household

Benefits

• Competitive Hourly Rate: $10.05 to $19.25 hourly
• Paid Three Week Virtual Training
• All required computer equipment will be provided
• 8% Shift Differential when working regular scheduled shift after 3:00pm 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
• Up to 2 weeks Paid parental leave
• 2+ weeks of PTO within your first year
• Paid company holidays
• Company provided volunteer opportunities + 1 volunteer day per year
• Continual learning reimbursement up to $5,250 per year