Full Time Remote Customer Service Rep - Emergency Roadside Service

It’s a great time to join AAA The Auto Club Group!
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
Job Type:
Full time
Exempt/Non Exempt:
Hourly
:
Position Description
Primary Duties and Responsibilities (details of the basic job functions):
Responds 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.
Recognize, promote and process 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. Come to the rescue by:

• Responding to a high volume of emergency road service requests in a call center environment.
• 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.
• Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road.
• Providing superior customer service during every member interaction.

To prepare you for this exciting opportunity, we offer:

• Hours during Virtual Training Monday through Friday from 10:00 am – 6:30 pm EST/9:00am - 5:30pm CST
• Afternoon, evening, weekend shifts available after training (start and end times may shift slightly based on business needs, flexibility will be required to accommodate occasional schedule slides)
• Full-time paid Training beginning Thursday, July 13th, 2023.
• Voluntary overtime opportunities

As a reward for your passion and commitment, we offer:

• Vision
• $250 Perfect Attendance bonus after 90-days of incident free attendance
• 401k Match
• Dental
• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
• Tuition Reimbursement
• PTO
• Complimentary AAA membership
• Employee recognition program
• Employee Referral Bonus
• Corporate Incentive Program
• Medical
• Bi-Lingual a plus -- Subsidy for bilingual skills (Must be fluent in Spanish and English)
• Paid Holidays
• Performance based incentives
• Remote Customer Service Representative will earn $19.00 per hour with shift premium for evening periods and weekends.

This position will require that you have the following equipment for training and job performance:

• Ability to connect to a router/modem with Ethernet cable
• Personal cell phone or home phone
• High Speed Internet access with minimum speeds of 100mb
• Ear phones/buds or headset, preferred but not required
• Desktop or laptop computer with speakers and microphone option
• Ability to download company apps on cell phone or tablet

Supervisory Responsibilities (briefly describe, if applicable, or indicate none):
none
Required Qualifications (these Are The Minimum Requirements To Qualify)
Education (include minimum education and any licensing/certifications):

• Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products
• High school diploma or equivalent

Experience:

• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.
• Accurately inputting information into various fields using a PC keyboard
• Navigating through a PC and/or automated processing system
• Providing customers service in a professional manner and de-escalating situations
• 6 months of Customer Service Experience

Knowledge and Skills:

• Maintain accurate records
• Understand, read and reconcile payment history
• Telephone etiquette
• Read maps and use travel related tools (i.e., directional cues)
• Strong written communications skills needed to respond in a professional manner to member/customer inquiries
• Strong communication skills demonstrated through the effective use of the Customer Interaction Model
• Represent the Customer Care Department in a professional and positive manner
• Strong interpersonal 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
• Effective listening skills
• North American geographical relationships
• Basic Computer skills
• Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
• Road condition reporting terminology
• Accurately enter information on a personal computer

Preferred Qualifications

• College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.

Experience in:

• Customer service environment
• Call center environment - minimum 6 months
• Identifying and responding to customer needs through cross-selling and up-selling products
• Remote work
• Promoting ACG products and services

Work Environment
Works in a temperature controlled office environment. Irregular hours to include various shifts, weekends and/or holidays
Who We Are
Become a part of something bigger.
The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.
And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.
We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.
To learn more about AAA The Auto Club Group visit www.aaa.com
Important Note:
ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.
The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
Regular and reliable attendance is essential for the function of this job.