AAA-The Auto Club Group · 6 hours ago
Part Time Remote Customer Service Rep - Emergency Roadside Service
United States
Part-time
Remote
New Grad, Entry Level
$19/hr - $19/hr
0+ years expAAA The Auto Club Group is seeking a Part Time Remote Customer Service Representative to assist members with emergency roadside service requests. The role involves responding to member inquiries, gathering information, and ensuring timely service while providing exceptional customer service in a call center environment.
Insurance
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
Qualification
Required
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)
Preferred
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
AAA-The Auto Club Group
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.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Joseph Richardson Jr
President and CEO
Peggy Gartin, CFA
SVP | Chief Investment Officer
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