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AAA Hoosier · 1 month ago

Contact Center (Customer Service) Representative

Indianapolis, IN

Full-time

Onsite

New Grad, Entry Level

$16/hr - $16/hr

AAA Hoosier Motor Club, headquartered in Indianapolis, has been providing membership benefits since 1902. The Contact Center Representative role focuses on ensuring a satisfied member experience through inbound and outbound contact, enhancing customer satisfaction while driving sales growth.

Consumer Services

Responsibilities

Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards

Provide accurate information and solutions to enhance customer satisfaction and loyalty

Identify and resolve customer complaints promptly and effectively, ensuring a positive experience

Contact members/customers and follow scripts to discuss membership renewal/ salvage, sales opportunities, payments, and other purposes as determined by the management group

Promote My Pit Crew (MPC) and Hoosier Motor Club (HMC) programs, sales, and benefits through knowledge of Hoosier Motor Club programs. Accept and process business transactions in a proficient manner

Document all customer interactions in the appropriate system for record-keeping and follow-up purposes

Maintain up-to-date knowledge of company products, services, and promotions to provide informed responses

Conduct outbound calls to potential customers to generate leads and schedule appointments

Present and promote products and services during inbound and outbound calls, achieving set sales targets

Meet or exceed daily and monthly performance goals, including, but not limited to, call volume, conversion rates, and customer satisfaction scores

Provides and maintains prompt professional service with members and associates to ensure that each member is totally satisfied

Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner

Perform other duties as requested by management

Qualification

Customer ServiceProblem SolvingOralWrittenActive ListeningCommunicationEmpathyOrganizedMotivatedAccuracyDetail OrientedAdaptabilityReliabilityInterpersonal SkillsGoal OrientedWorking Under Pressure

Required

Must reside in Indiana and must be within driving distance from our office at 8751 Wesleyan Rd, Indianapolis, as you will be required to attend training and occasional meetings in the office

High school diploma or GED required

Customer service role or experience in Contact Center and/or Outbound Contact Center is preferred

Accuracy - Ability to perform work accurately and thoroughly

Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others

Adaptability- Ability to thrive in a fast-paced environment and adjust to changing priorities

Communication, Oral - Ability to communicate effectively with others using the spoken word

Communication, Written - Ability to communicate in writing clearly and concisely

Customer Oriented - Ability to take care of the customers' needs while following company procedures

Detail Oriented - Ability to pay attention to the minute details of a project or task

Empathy- Demonstrated ability to understand and relate to customer concerns

Goal Oriented – Ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals

Interpersonal Skills – Ability to maintain confidentiality. Ability to remain open to others' ideas and exhibit willingness to try new things

Motivated- Self driven with a passion for achieving targets and enhancing customer experience

Organized - Possessing the trait of being organized or following a systematic method of performing a task

Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully

Reliability - Ability of the individual to be dependable and trustworthy

Working Under Pressure - Ability to complete assigned tasks under stressful situations

Benefits

Health / Dental / Vision benefits.

Corporate Incentive Plan (CIP)

Paid Time Off.

Paid Holidays.

Company provided LTD & Life Insurance.

Service Anniversary Recognition.

Free AAA Plus Membership.

Generous 401k w/ company match.

Company provided HSA dollars.

Company

AAA Hoosier

Whether you sit behind a desk or behind the wheel, AAA Hoosier Motor Club has been serving Central Indiana professionals with membership, roadside assistance, travel services, and insurance for over 100 years.

Founded in 1902