Call Center Representative (Remote)

Receives incoming calls from prospective and current members requesting road service; processes requests and gathers required information in order to provide timely service; answers members’ questions and provides detailed information regarding AAA road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.

For bilingual roles, all responsibilities must be able to be completed in both English and target language.
Takes road service calls while being mindful of members’ emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem. Utilizes department software, such as D3, MemberzPlus, Navigator, to ensure efficient dispatch, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., asking probing questions and referring to maps or other materials.). Adheres to department standards for after call work, talk time, and staffed time. (45%)

Provides information to members on road service policies and procedures. Explains the benefits of AAA membership and sells memberships. Ensures that members are aware of costs associated with all services provided. When appropriate, advises the member of other AAA products and services, such as mobile battery replacement, windshield repair, Premier and PLUS Memberships, car rentals, and hotel reservations. (25%)

Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications; refers non-AAANE Club members to appropriate Club for service. (10%)

Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls; acts as interface between Dispatch and members to enhance customer service. (10%)

Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction. (10%)

Other duties may be assigned.

Education/Licenses/Certifications:
High School diploma or GED required, or 4 years relevant experience
If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy - required

Experience:
1 year Customer Service experience required
1 year Call Center experience required

Skills & Abilities:
Ability to address various high volume and challenging situations.
Ability to listen to, understand, and communicate with others by telephone, in written form, or electronically.
Ability to read maps and utilize navigation resources.
Ability to convince others to buy goods/services or to otherwise change their minds or actions.
Encourage and build mutual trust, respect, and cooperation with others and maintain them.
Ability to apply general rules to specific problems to produce answers that make sense.
Ability to operate a computer with relevant software applications.
Ability to maintain confidentiality.
Ability to operate a computer with relevant software applications.
If for a bilingual job:
Verbal and written fluency in the stated target language and English.
Ability to facilitate communication between parties who speak two different languages, English and a target language, to effectively and accurately interpret‚ respond. and resolve customer needs and problems.