AAA

Bilingual, Spanish/English, Remote Customer Service Representative, Emergency Roadside Service

AAA

full-time

Posted on:

Origin:  • 🇺🇸 United States

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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.
  • 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