Full Time Remote Customer Service Representative – Emergency Roadside Assistance and Support

Join the Team Committed to Driving Your Career Forward...

It's a great time to join AAA The Auto Club Group, a leading provider of membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories. We're seeking a highly skilled and motivated Full Time Remote Customer Service Representative to join our Emergency Roadside Service team. As a valued member of our team, you will have the opportunity to make a difference in the lives of our members during stressful situations, providing superior customer service and support.

About The Auto Club Group

The Auto Club Group (ACG) is a dynamic and innovative company that provides a wide range of services to its members, including emergency roadside assistance, insurance, travel, and financial services. With a strong commitment to customer satisfaction and a focus on building a diverse and inclusive workplace, ACG is an excellent place to grow your career. Our company culture is built on a foundation of respect, empathy, and teamwork, and we're dedicated to providing a safe and supportive work environment for all employees.

Job Summary

We're looking for a full-time remote customer service representative to join our Emergency Roadside Service team. As a Customer Service Representative, you will be responsible for responding to member requests for emergency road service, providing basic information regarding benefits, and communicating with contractors to ensure timely service delivery. If you're passionate about delivering exceptional customer experiences and have a strong desire to succeed in a fast-paced call center environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to member/customer requests for emergency road service in a call center environment, gathering information and providing solutions to get members back on the road.
• Obtain information regarding the type of service required, including vehicle location and type of problem, and provide basic information regarding Emergency Road Service benefits.
• Perform geographical location spotting to determine potential service providers and communicate with contractors to provide information regarding member location, vehicle, and type of problem.
• Enter data into the D2000 database and document all relevant details, ensuring accurate records and efficient service delivery.
• Notify members of estimated time of arrival and name of contractor, and communicate with contractors if service is not provided within the specified time period.
• Recognize, promote, and process membership sales opportunities, analyzing member accounts to determine additional products and services that benefit the member.
• Verify completed status of calls and close out on the system, ensuring efficient and effective service delivery.

Requirements and Qualifications

Essential Qualifications:

• High school diploma or equivalent required; college-level coursework in Business, Marketing, Geography, or a related field preferred.
• 6 months of customer service experience, preferably in a call center environment, with a strong focus on providing exceptional customer experiences.
• Excellent communication and interpersonal skills, with the ability to empathize with members and provide solutions to their problems.
• Basic computer skills, including the ability to operate and navigate a laptop or PC, and experience with multiple applications, including the Internet, Google Maps, and company applications.
• Strong analytical and problem-solving skills, with the ability to accurately input information into various fields using a PC keyboard.

Preferred Qualifications:

• Experience in a remote work environment or with a similar product/service offering.
• Bilingual skills (Spanish and English) a plus, with a subsidy available for bilingual skills.
• Knowledge of road condition reporting terminology and North American geographical relationships.
• Experience with cross-selling and up-selling products and services.

What We Offer

Compensation and Benefits:

• Competitive salary of $19.00 per hour, with shift premium for evening periods and weekends.
• Performance-based incentives and opportunities for career growth and advancement.
• $250 Perfect Attendance bonus after 90-days of incident-free attendance.
• Excellent and comprehensive benefits package, including:
  • 401k Match
  • Medical, Dental, and Vision coverage
  • PTO and Paid Holidays
  • Corporate Incentive Program
  • Complimentary AAA membership
  • Employee Referral Bonus
  • Employee recognition program

Training and Development:

• Full-time paid training beginning on Thursday, April 4, 2024, with flexible scheduling to accommodate your needs.
• Ongoing coaching and development opportunities to help you succeed in your role.

Work Environment and Culture

As a remote customer service representative, you will have the flexibility to work from home and enjoy a comfortable and supportive work environment. Our company culture is built on a foundation of respect, empathy, and teamwork, and we're committed to providing a safe and inclusive workplace for all employees.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong desire to succeed in a fast-paced call center environment, we encourage you to apply for this exciting opportunity. Please submit your application today, and we'll be in touch to discuss your qualifications further.

Join our team and become a part of something bigger! Apply now and take the first step towards a rewarding and challenging career with AAA The Auto Club Group.