Industry: Customer Service/Call Center/Retail
Job Number: 1292
Skills for Rhode Island' s Future (Skills RI) is recruiting Road Service Call Center Representatives for AAA Northeast. Please read more about Skills RI at the end of this job description.
COMPANY: AAA Northeast
JOB TITLE: Road Service Call Center Representative (Remote/Work From Home Opportunity)
HOURS: 2nd & 3rd shift openings.
Takes road service calls while dealing with member' s emotional state (e.g., safety, 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 software such as D3, MemberzPlus, Navigator to ensure efficient dispatch, 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. (45%)
Provides information to members on road service policies and procedures. Explains the benefits of AAA membership to prospective members and sells primary and associate memberships as appropriate. Ensures that the member is aware of costs associated with all services provided. When appropriate advises the member of other AAA products and services such as mobile battery replacement and windshield repair. May inform members of other AAA products and services such as Premier and PLUS Memberships, car rentals and hotel reservations. (25%)
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; refers non-AAA NE Club members to appropriate Club for service. (10%)
Tracks ETAs (estimated time of arrivals) and takes action to resolve long-standing service calls; acts as interface between dispatch and members to enhance customer service. (10%)
Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction. (10%)
IDEAL CANDIDATE WILL HAVE:
- Experience handling inbound or outbound calls in a call center environment
- Minimum of 1 year customer service experience
- Computer skills, including navigating multiple open tabs, monitors, systems and processes
- Basic typing skills
- Strong customer service and writing skills
- Empathetic; you connect well with other people and understand the customer’ s pain points
- Highly results-oriented; you want your work to make a direct impact on member experience
- Energetic; an upbeat attitude goes a long way in handling interactions with customers
HOW TO APPLY
Applicants interested in this position will be screened by Skills RI and the employer will make the final hiring decisions.
WHY APPLY THROUGH SKILLS RI
Our mission is focused on supporting unemployed and underemployed job seekers. Our goal is to get you back to work. Skills RI’ s team will guide and provide you with support throughout the hiring process.
Skills RI has agreements with employers to recruit talent like you, making us a resource to get the unemployed and underemployed job seeker back to work.