Full Time Remote Customer Service Rep - Emergency Roadside Service

AAA The Auto Club Group is a leading provider of membership, travel, insurance, and financial services. They are seeking a Full Time Remote Customer Service Representative to respond to emergency road service requests, provide superior customer service, and assist members during stressful situations.

Responsibilities:

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

Requirements:

• 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
• Strong communication skills demonstrated through the effective use of the Customer Interaction Model
• Strong interpersonal skills
• Strong written communications skills needed to respond in a professional manner to member/customer inquiries
• Effective listening skills
• Accurately enter information on a personal computer
• Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
• Represent the Customer Care Department in a professional and positive manner
• Maintain accurate records
• Understand, read and reconcile payment history
• Read maps and use travel related tools (i.e., directional cues)
• College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses
• Experience in Call center environment - minimum 6 months
• Remote work
• Customer service environment
• Promoting ACG products and services
• Identifying and responding to customer needs through cross-selling and up-selling products