Customer Service Representative – Emergency Roadside Service

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

📋 Description

• Handle incoming phone calls for emergency roadside assistance.

• Ensure that members are in a secure location and assess their overall requirements.

• Aid members with flat tires, fuel deliveries, mechanical failures, and towing requests.

• Deliver exceptional customer service with every member interaction.

• Manage a high volume of emergency road service inquiries in a call center setting.

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

• Review and evaluate member accounts to highlight products and services that benefit them.

• Assist members in maximizing their memberships, benefits, and available discounts.

• Surpass performance metrics by adhering to the detailed call intake process and handling calls efficiently.

• Keep precise records and represent the Customer Care Department with professionalism.

• Work full-time remotely, with temporary reporting to a designated ACG facility if connectivity or service-level issues arise and if the employee resides within 50 miles of an office.

⛳️ Requirements

• High school diploma or equivalent qualification.

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

• Six months of experience in customer service.

• Experience in providing professional customer service and managing de-escalation of situations.

• Capability to accurately input information using a PC keyboard.

• Proficiency in navigating a PC and/or automated processing system.

• Ability to read and understand Customer Care service tools.

• Competence in performing mathematical calculations such as addition, subtraction, and percentages.

• Telephone etiquette skills.

• Basic computer skills.

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

• Familiarity with North American geographical relationships.

• Knowledge of road condition reporting terminology.

• Strong communication, interpersonal, written communication, and listening abilities.

• Capability to accurately enter information on a personal computer.

• Ability to identify and resolve customer service issues or transfer them appropriately.

• Proficiency in maintaining accurate records.

• Ability to comprehend, read, and reconcile payment history.

• Skill in reading maps and utilizing travel-related tools.

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

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

• Ability to work irregular hours, including various shifts, weekends, and/or holidays.

• Must agree to a background check and drug screening if offered employment.

• Regular and dependable attendance is crucial.

🏝️ Benefits

• Shift premiums for evening hours and weekends.

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

• Prescription drug coverage.

• Dental and vision benefits.

• Employee Assistance Program.

• Company-sponsored basic life insurance.

• Optional supplemental life insurance and dependent coverage.

• Short-term and long-term disability coverage.

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

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

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

• Paid Time Off (PTO).

• Ten company-paid holidays per year for full-time employees.

• One mental health day, two floating holidays, and one volunteer day for full-time employees.

• Paid leave programs, including parental, bereavement, jury duty, and military leave.

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

• Professional certification support with 100% reimbursement for eligible programs.

• Opportunities for career development and advancement.

• Complimentary AAA membership with roadside assistance and travel discounts.

• Adoption assistance program.

• Voluntary overtime opportunities.