Full-Time Remote Customer Service Rep - Emergency Roadside Service

AAA-The Auto Club Group provides membership, travel, insurance, financial services, and roadside assistance to its members and customers. The Emergency Roadside Customer Service Rep handles inbound emergency roadside service calls, ensures members are safe, reviews accounts, and identifies relevant membership benefits and services. The role requires empathetic customer service and efficient call handling in a fast-paced remote call center environment.

Responsibilities:

• 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
• 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