Receive and accurately document member requests for roadside assistance within the local Club territory.
Demonstrate appropriate knowledge and use of Member Relationship Management (MRM) services in providing members with total service solutions.
Counsel members on Provisions for Service and determine if service requests are within established policies and procedures.
Accurately determine appropriate point of contact and redirect callers when service requests are outside established policies and procedures.
Advise members of service conditions and estimated time of arrival.
Demonstrate empathy and provide reassurance to members.
Identify and communicate adverse service conditions and areas to Service Representatives III and supervision.
Communicate necessary, pertinent information to California Highway Patrol and other public agencies as required.
Notify supervision of any malfunctioning equipment, erroneous or outdated resource materials, unsafe work conditions or any other impediments to fulfilling the responsibilities of the position.
Answer member requests for general membership information and/or refer to appropriate parties.
Work tends to be repetitive, but can be unpredictable and occasionally volatile.
Receive Service Specialists handle incoming calls from members who are under duress coping with vehicle malfunctions and/or find themselves in dangerous situations.

Associates less than 1 year Customer service.
Demonstrated proficiency in customer service required.
Successful completion of Receive Service Specialist I training required.
Successful completion of Achieving Extraordinary Customer Relations (AECR) training required.
English language fluency required.
Professional communication skills required, both written and oral.
Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access

Health coverage for medical, dental, vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)

Call Center Representative – Roadside Assistance

Key skills