Customer Service Associate
MassMutual
Part Time Remote Customer Service Rep - Emergency Roadside Service
AAA
part-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $19 per hour
Job Level
Junior
About the role
- 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
- You can make a difference by helping our members during stressful situations
- Come to the rescue by: 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
