Customer Service Representative - Emergency Roadside

Be someone's hero every day!

Be a part of AAA - a company known for providing best-in-class service to its members when they need help the most! There is nothing like the feeling of providing safety, security and peace of mind to members when they call for emergency roadside assistance.

You can make a difference by helping our members during stressful situations. Come to the rescue and provide top-notch service by:

  • Responding to emergency road service requests in a call center environment
  • Listening to members and identifying their problem
  • Performing geographical location spotting and data entry
  • Seeking a solution to get the member back on the road
  • Analyzing member accounts to determine additional products and services that benefit the member

This is a challenging and rewarding position that requires passion and commitment to the well-being of others. If you think you are right for this role, you will need to be able to:

  • Navigate through a P.C. and multiple applications
  • Provide a high level of customer service in a professional environment
  • Cross and upsell member benefits

II. Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

  • High school diploma or equivalent
  • Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products

Experience:

  • 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
  • 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)

III. Preferred Qualifications

  • College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.

Experience in:

  • Call center environment
  • Customer service environment
  • Promoting ACG products and services
  • Identifying and responding to customer needs through cross-selling and up-selling products

To prepare you for this exciting opportunity, we offer:

  • Full-time paid Training (3 Weeks)
  • Beginning October 16, 2017
  • Monday through Friday from 12:00 pm – 8:30 pm
  • Afternoon/evening/weekend shifts available after training

As a reward for your passion and commitment, we offer:

  • Competitive base pay of $13/hour to start shift premium for evening and overnight timeframes
  • Opportunity for up to a $1 pay increase after 90 days based on performance
  • Career advancement potential with up to an additional $1 increase in pay after 6 months
  • Medical, dental, and vision benefits
  • Matching 401(k)
  • Paid time off
  • Holiday Pay
  • Complimentary AAA membership
  • Tuition reimbursement
  • Employee recognition program
  • Rewarding, fast-paced environment

The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.


Meet Some of The Auto Club Group's Employees

Sabri

ERS Product Specialist

Sabri assists Auto Club Group members in need of emergency roadside assistance, providing the relief they require by sending mechanic services and offering a little laughter.

Paul

Life Sales Manager

Paul oversees a team of 13 life, property, and casualty insurance salespeople, training on company products and services and teaching all he knows about customer care.


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