AAA

Part Time Remote Customer Service Rep - Emergency Roadside Service

AAA

part-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $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