Customer Service Associate
MassMutual
Bilingual, Spanish/English, Remote Customer Service Representative, Emergency Roadside Service
AAA
full-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.
- Knowledge and Skills: 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
