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.

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.
Ability to toggle back and forth between applications
North American geographical relationships
Road condition reporting terminology

Bi-Lingual Customer Service Representative – Emergency Roadside Service

Key skills