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 Customer Service Representative to respond to emergency road service requests, provide information regarding services, and ensure superior customer service during member interactions.

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