Bilingual Customer Service Representative – Emergency Roadside Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service during each interaction with members.

• Address a high volume of urgent road service requests in a call center setting.

• Handle incoming calls regarding emergency roadside assistance.

• Ensure that members are in a secure location while assessing their overall requirements.

• Respond to member needs with compassion and understanding.

• Collect information and offer solutions to help members return to the road safely.

• Review and evaluate member accounts to identify additional products and services that may benefit them.

• Assist members in making the most of their memberships, benefits, and discounts.

• Manage calls related to flat tires, fuel deliveries, mechanical failures, and towing requests.

• Adhere to the comprehensive call intake process and efficiently navigate through calls.

• Achieve or surpass performance targets.

• Keep accurate records.

• Represent the Customer Care Department in a professional and positive manner.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Must qualify for, obtain, and maintain all necessary state licenses for selling and/or servicing Auto Club Group products.

• Bilingual proficiency in both English and Spanish is required.

• Minimum of 6 months of experience in customer service.

• Demonstrated ability to provide customer service in a professional manner and effectively de-escalate situations.

• Proficiency in accurately entering information using a PC keyboard.

• Capability to navigate a PC and/or automated processing system.

• Ability to read and comprehend Customer Care service tools.

• Competence in performing basic mathematical calculations, including addition, subtraction, and percentages.

• Knowledge of proper telephone etiquette.

• Basic computer skills are necessary.

• Ability to operate and navigate a laptop or PC while utilizing multiple applications, including the Internet, Google Maps, email, and company software.

• Familiarity with North American geographical relationships.

• Understanding of road condition reporting terminology.

• Strong written and verbal communication abilities.

• Excellent interpersonal and effective listening skills.

• Competence in accurately entering information on a personal computer.

• Ability to identify and address customer service issues or refer them appropriately.

• Capability to maintain accurate records.

• Proficiency in understanding, reading, and reconciling payment history.

• Ability to read maps and utilize travel-related tools.

• Availability for irregular hours, including various shifts, weekends, and/or holidays.

• Background check and drug screening required upon job offer.

• Preferred: coursework at the college level in Business, Marketing, Geography, or a related field and/or relevant professional or technical certification courses.

• Preferred experience in a call center environment, remote work, customer service, promoting products and services, and cross-selling/up-selling.

🏝️ Benefits

• Shift premiums for evening periods and weekends.

• Weekly subsidy for individuals with bilingual fluency who engage in language line calls.

• Medical plans with various coverage options, including HSA eligibility.

• Coverage for prescription drugs.

• Dental and vision benefits.

• Employee Assistance Program.

• Company-paid basic life insurance.

• Optional supplemental life insurance and dependent coverage.

• Coverage for short-term and long-term disability.

• Options for critical illness, accident, and pet insurance.

• 401(k) plan with company matching and additional contributions from the company.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).

• Paid Time Off (PTO).

• 10 company-paid holidays each year for full-time employees.

• 1 mental health day, 2 floating holidays, and 1 volunteer day.

• Paid leave for parental, bereavement, jury duty, and military service.

• Tuition assistance of up to $5,250 annually; 80% covered by ACG.

• Support for professional certification with 100% reimbursement for eligible programs.

• Opportunities for career development and advancement.

• Complimentary AAA membership that includes roadside assistance and travel discounts.

• Adoption assistance program.