Contact Center (Customer Service) Representative

AAA Hoosier is a membership organization providing roadside assistance, travel services, member discounts and benefits, and financial and insurance services. The Contact Center Customer Service Representative supports members with emergency roadside needs through inbound and outbound contact center interactions, provides information and solutions, processes transactions, promotes memberships and services, and meets customer satisfaction and sales goals.

Responsibilities:

• Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards
• Provide accurate information and solutions to enhance customer satisfaction and loyalty
• Identify and resolve customer complaints promptly and effectively, ensuring a positive experience
• Contact members/customers and follow scripts to discuss membership renewal/ salvage, sales opportunities, payments, and other purposes as determined by the management group
• Promote My Pit Crew (MPC) and Hoosier Motor Club (HMC) programs, sales, and benefits through knowledge of Hoosier Motor Club programs. Accept and process business transactions in a proficient manner
• Document all customer interactions in the appropriate system for record-keeping and follow-up purposes
• Maintain up-to-date knowledge of company products, services, and promotions to provide informed responses
• Conduct outbound calls to potential customers to generate leads and schedule appointments
• Present and promote products and services during inbound and outbound calls, achieving set sales targets
• Meet or exceed daily and monthly performance goals, including, but not limited to, call volume, conversion rates, and customer satisfaction scores
• Provides and maintains prompt professional service with members and associates to ensure that each member is totally satisfied
• Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner
• Perform other duties as requested by management

Requirements:

• Must reside in Indiana and must be within driving distance from our office at 4031 Industrial Blvd, Indianapolis, IN 46254, as you will be required to attend training and occasional meetings in the office
• Thursday-Monday 10:30a.m-7:00p.m with Tuesday and Wednesday off
• High school diploma or GED required
• Customer service role or experience in Contact Center and/or Outbound Contact Center is preferred