Note: The job is a remote job and is open to candidates in USA. AAA The Auto Club Group is seeking a Bi-Lingual Customer Service Representative for their Emergency Roadside Service team. The role involves responding to member requests for emergency road service, providing information, and ensuring customer satisfaction during stressful situations.
Responsibilities
- 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
- 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
Skills
- 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
Benefits
- 401k Match
- Medical
- Dental
- Vision
- PTO
- Paid Holidays
- Tuition Reimbursement
- Corporate Incentive Program
- Complimentary AAA membership
- Employee Referral Bonus
- Employee recognition program
Company Overview
AAA - The Auto Club Group (ACG) is the second largest AAA club in North America, serving more than 13+ million members across 14 U.S. It was founded in 1901, and is headquartered in Dearborn, MI, US, with a workforce of 5001-10000 employees. Its website is http://aaa.com.