Call Center Representative, 3rd shift

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

📋 Description

• Handle incoming roadside assistance requests on behalf of partnered automobile companies.

• Process inquiries and collect necessary information to ensure prompt service delivery.

• Respond to callers' inquiries and provide comprehensive details about road service offerings.

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

• Manage road service calls while calming distressed members and reassuring those who are anxious.

• Verify membership details, including number, name, phone number, email, vehicle description, location, and the nature of the vehicular issue.

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

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

• Adhere to standards for after-call tasks, talk duration, and staff time.

• Provide information regarding road service policies and procedures.

• Assess the appropriate response for each call, consulting a supervisor for cases with special circumstances.

• Support members in borderline scenarios, including verifying membership and processing new-member applications.

⛳️ Requirements

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

• Must have high-speed internet access that meets the minimum requirements.

• Availability for shifts ranging from 3:45 PM to 3:00 AM.

• Must be willing to work at least one weekend shift.

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

• Customer service experience is mandatory.

• Call center experience is preferred.

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

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

• Ability to read maps and utilize navigation tools.

• Competence in operating a computer with relevant software applications.

• Must maintain confidentiality at all times.

🏝️ Benefits

• Fully remote work-from-home position.

• High-speed internet access is required for remote work.

• Join a company recognized as a top employer and a great place to work throughout the Northeast.

• Opportunity to work for an organization dedicated to community involvement.