About the position

AAA Northeast is seeking a remote Call Center Representative to join their Customer Experience team. This full-time position involves receiving incoming calls for roadside assistance on behalf of contracted automobile companies. The role requires processing requests, gathering necessary information, and providing detailed information on road service products and services. A key aspect of the job is delivering Five Diamond Customer service to promote member retention, renewal, and new membership sales. The company emphasizes innovation, community involvement, and a mission of helping and serving, having been recognized as a top employer and best place to work in the Northeast.

Responsibilities

• Takes road service calls while dealing with member's emotional state (e.g., 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, nature of vehicular problem.
• Utilizes department/program software to ensure we capture accurate information, 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.
• Provides information to members on road service policies and procedures.
• Determines appropriate course of action for each call received, consulting with a supervisor for members with special circumstances; attempts to accommodate members in \"borderline\" situations, including membership verification and new member’s applications.

Requirements

• High School Diploma or GED Required or 4 years of experience in lieu of degree Required
• Customer Service experience Required
• 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.

Nice-to-haves

• Call Center experience Preferred