Customer Service Representative-Membership CIC

The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

This is an afternoon shift after formal training is completed.

Primary Duties and Responsibilities (details of the basic job functions):

Receive and process telephone calls and service requests from members/customers requesting insurance or travel related information. Provide basic information to members/customers in a call center environment regarding auto travel or membership/insurance benefits in accordance with Customer Interaction Model. Navigate through various sources of information (PC, manuals, call center models, Internet/Intranet, Point of Sale and IPM insurance systems, etc.) to respond to member/customer questions or concerns in a timely manner. Promote understanding of Membership or travel products and services. Process TIC product offerings (e.g. trip tiks, maps and brochures), in response to customer requests. Determine the need for a particular type of product/service and refer to Customer Sales and Service Representative if appropriate. Provide immediate resolution to member issues relative to service or refer to appropriate individual for additional assistance. Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met. May provide support for the membership service area when necessary.

Preferred Qualifications:

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

  • College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience

Experience:

  • Working within a customer service environment
  • Working within a call center environment
  • Selling goods or services
  • Preparing marked maps and trip tiks
  • Telephone sales

Preferred Knowledge and Skills:

  • Insurance processing including understanding policy/coverage terminology
  • CPS/IPM/PISCES systems
  • Advanced sales technique

Work Environment:

Work in a temperature controlled office environment. Ability to sit for the majority of the work day. Willingness and ability to work irregular shifts, including weekends and/or holidays.

Required Qualifications (these are the minimum requirements to qualify):

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

  • High School Diploma or equivalent
  • Completion of ACG approved training programs

Experience:

  • Navigating through a P.C./automated processing system
  • Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
  • Performing mathematical calculations

Knowledge and Skills:

  • Telephone etiquette
  • North American geographical relationships
  • Strong interpersonal skills
  • Effective listening skills
  • Strong oral communication skills demonstrated through use of the customer care call center model.
  • Strong written communication skills (example may be required at time of interview) needed to respond to members/customers' inquiries in a professional manner

Ability to:

  • Attain and maintain state licenses for membership processing in the states in which ACG does business as appropriate
  • Complete Customer Care training and certification courses
  • Service members according to the Customer Care service standards
  • Communicate effectively with others in a work environment and with the public
  • Work in a team environment to promote member/customer satisfaction
  • Identify and resolve customer service issues/requests or transfer to appropriate Customer Service Representative
  • Respond to member/customer service, information or product (e.g. Tourbooks, Maps, Theme Park Information, membership reference materials, etc.) requests
  • Maintain accurate records
  • Learn and operate dual membership systems
  • Service members according to the Customer Care service standards
  • Accurately enter data into computerized system

The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!

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.

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.


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