BE SOMEONE'S HERO EVERY DAY!

Now Hiring Customer Service Representatives to be heroes every day, serving our members in need of Emergency Roadside Service. Customer Service Representatives are focused on doing what is right for our members in their time of need while helping them enjoy life’s journey with peace of mind. We are hiring qualified individuals to work from home in Colorado, Florida, Georgia, Illinois, Indiana, Iowa Michigan, Minnesota, Nebraska, North Carolina, North Dakota, South Carolina, Tennessee, and Wisconsin.

Apply today to be a part of AAA - a company known for providing best-in-class service to its members when they need help the most! There is nothing like the feeling of providing safety, security and peace of mind to members and living out our AAA promise.

How you will benefit:

To prepare you for this exciting opportunity, we offer:

Full-time paid Training beginning Feb 16, 2023.

Hours during Virtual Training Monday through Friday from 10:00 am – 6:30 pm EST/9:00am - 5:30pm CST

Afternoon/Evening with weekend shifts available after training (start and end times may shift slightly based on business needs, flexibility will be required to accommodate occasional schedule slides)

Voluntary overtime opportunities

As a reward for your passion and commitment, we offer:

Customer Advocate I will earn a competitive salary of $19/hr with annual bonus potential based on performance.

Competitive base pay (based on location) plus shift premium for evening periods.

$500 sign on bonus, paid in two installments after 90 and 180 days of employment

Performance based incentives

$250 Perfect Attendance bonus after 90-days of incident free attendance

Bi-Lingual a plus - Subsidy for bilingual skills (Must be fluent in Spanish and English)

Excellent Comprehensive benefits package to include Medical, dental, and vision benefits, matching 401(k), paid time off, holiday pay

Corporate Incentive Program 4% of base pay

Complimentary AAA membership

Employee Referral Bonus

Employee recognition program

$15 internet reimbursement monthly

Up to $1000 referral bonus for full time referrals.

10% Shift Premiums between 5pm-11pm

15% Shift Premiums between 11pm-5am

I. Position Description

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

Responds to member/customer requests for emergency road service in a busy, sometimes high stress virtual 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 searching across a 14 state footprint using application embedded software and other internet-based tools to determine vehicle location.

Communicates with contracted service providers to provide information regarding member location, vehicle, type of problem, etc. and obtains estimated time of arrival. Enters data into software application 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. Troubleshoots service request issues and deescalates emotional member situations.

Processes emergency road service related fees and membership renewals using a point of sale application.

Recognizes, promotes and processes membership sales opportunities.

Cancels service, documents related information and contacts service provider or company owned fleet based on request of members.

Supervisory Responsibilities (briefly describe, if applicable, or indicate none):

none

II. Required Qualifications (these are the minimum requirements to qualify)

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

High school diploma or equivalent
Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products

Experience:

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.

Knowledge and Skills:

Telephone etiquette
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 sometimes emotionally charged customer service issues/requests or transfer to appropriate customer advocate when unable to resolve
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)
Experience using Google search

III. Preferred Qualifications

College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.

Experience in:

Work from home and virtual team engagement experience

Customer service environment
Promoting ACG products and services

Identifying and responding to customer needs through cross-selling and up-selling products

IV. Work Environment

100% remote work from home environment. May require occasionally working in a call center or branch environment during periods of time when unexpected events occur and/or home office issues arise. Irregular hours to include various shifts, weekends and/or holidays.

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.