Job Description:
• Receive incoming roadside assistance calls on behalf of contracted automobile companies
• Process requests and gather required information to provide timely service
• Answer callers’ questions and provide detailed information on road service products and services
• Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
• Take road service calls while calming upset members and reassuring anxious members
• Verify membership number, name, telephone number, email, vehicle description and location, and nature of vehicular problem
• Use department/program software to capture accurate information, prioritize safety issues, and research membership status
• Help members determine the exact location of disabled vehicles or meeting places using probing questions, maps, or other materials
• Adhere to standards for after-call work, talk time, and staffed time
• Provide information on road service policies and procedures
• Determine appropriate action for each call, consulting a supervisor for members with special circumstances
• Accommodate members in borderline situations, including membership verification and new-member applications
Requirements:
• Eligible applicants must live within the AAA Northeast footprint: RI, MA, CT, NY, NJ, or FL
• High speed internet access meeting minimum internet speed requirements
• Availability for shifts ranging between 3:45pm–3:00am
• Commitment to work at least one weekend shift
• High School Diploma or GED required, or 4 years of experience in lieu of degree
• Customer Service experience required
• Call Center experience preferred
• Ability to address various high volume and challenging situations
• Ability to listen to, understand, and communicate by telephone, in writing, or electronically
• Ability to read maps and utilize navigation resources
• Ability to operate a computer with relevant software applications
• Ability to maintain confidentiality
Benefits:
• Fully remote work from home opportunity
• High speed internet access required for work from home
• Work for a company rated a top employer and best place to work across the Northeast
• Opportunity to work for a company committed to giving back to the community