Call Center Representative – 2nd Shift

This is a fully remote position, open to applicants in Connecticut, +5 more states.

📋 Description

• Answer incoming roadside assistance calls on behalf of partnered automobile companies.

• Process requests and collect essential information to ensure prompt service delivery.

• Respond to caller inquiries and furnish detailed information regarding road service offerings.

• Deliver Five Diamond Customer service to promote member retention, renewals, and new membership sales.

• Manage members' emotional responses, including calming upset members and reassuring those who are anxious.

• Collect information on membership, contact details, vehicle specifics, location, and vehicular issues.

• Utilize department/program software to accurately document information, prioritize safety concerns, and verify membership status.

• Assist members in pinpointing the precise location of disabled vehicles or meeting points through probing questions, maps, and additional resources.

• Comply with standards for after-call tasks, call duration, and staffing time.

• Provide insights into road service policies and procedures.

• Assess the appropriate response for each call and consult supervisors for exceptional cases.

• Support members in borderline situations, including verifying memberships and processing new-member applications.

⛳️ Requirements

• Candidates must reside within the AAA Northeast service area: RI, MA, CT, NY, NJ, or FL.

• A High School Diploma or GED is required, or alternatively, 4 years of relevant experience in lieu of a degree.

• Prior customer service experience is mandatory.

• Call center experience is preferred.

• Capability to handle various high-volume and challenging scenarios.

• Proficient in listening, understanding, and communicating via telephone, in writing, or electronically.

• Ability to read maps and employ navigation tools effectively.

• Skill in persuading others to purchase goods/services or change their perspectives or actions.

• Competence in fostering mutual trust, respect, and collaboration.

• Ability to apply general guidelines to specific situations.

• Proficient in operating a computer with relevant software applications.

• Commitment to maintaining confidentiality.

• High-speed internet access that meets the minimum speed requirements.

• Willingness to adhere to a schedule that includes at least one weekend shift.

🏝️ Benefits

• Competitive salary and performance incentives.

• Comprehensive health, dental, and vision insurance plans.

• Retirement savings plan with company match.

• Paid time off and holiday pay.

• Opportunities for professional development and career advancement.