Call Center Representative

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

📋 Description

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

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

• Respond to caller inquiries and provide comprehensive details regarding road service offerings.

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

• Manage road service calls while addressing members’ emotional states effectively.

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

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

• Assist members in pinpointing the exact location of disabled vehicles or meeting points using probing questions, maps, and other available resources.

• Comply with standards for after-call work, talk time, and active time on calls.

• Provide clear information on road service policies and procedures.

• Identify the appropriate course of action for each call and consult supervisors in special circumstances.

• Support members in borderline situations, including membership verification and processing new-member applications.

⛳️ Requirements

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

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

• Experience in Customer Service is mandatory.

• Call Center experience is preferred.

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

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

• Ability to read maps and use navigation tools effectively.

• Skill in persuading others to purchase goods/services or alter their decisions or actions.

• Ability to foster mutual trust, respect, and collaboration.

• Capacity to apply general principles to specific issues.

• Proficient in operating a computer with relevant software applications.

• Ability to maintain confidentiality of sensitive information.

• Access to high-speed internet that meets minimum speed requirements.

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

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Opportunities for professional development and advancement.

• Employee discounts on various services and products.

• Flexible scheduling options to support work-life balance.