Call Center Representative – 2nd Shift
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Job Description
Remote Call Center Representative for AAA Northeast, handling roadside assistance calls and member inquiries. Gathering service details, prioritizing safety issues, and supporting retention and membership sales.
Responsibilities:
- Receive incoming roadside assistance calls on behalf of contracted automobile companies
- Process requests and gather required information to provide timely service
- Answer callers' questions and provide detailed information about road service products and services
- Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
- Handle members' emotional states, including calming angry members and reassuring anxious members
- Gather membership, contact, vehicle, location, and vehicular problem information
- Use department/program software to capture accurate information, prioritize safety issues, and research membership status
- Help members determine the exact location of disabled vehicles or meeting places using probing questions, maps, and other materials
- Adhere to standards for after-call work, talk time, and staffed time
- Provide information about road service policies and procedures
- Determine appropriate action for each call and consult supervisors for special circumstances
- Accommodate members in borderline situations, including membership verification and new-member applications
Requirements:
- Eligible applicants must live within the AAA Northeast footprint: RI, MA, CT, NY, NJ, or FL
- High School Diploma or GED required, or 4 years of experience in lieu of degree
- Customer Service experience required
- Call Center experience preferred
- Ability to address various high volume and challenging situations
- Ability to listen to, understand, and communicate by telephone, in writing, or electronically
- Ability to read maps and utilize navigation resources
- Ability to convince others to buy goods/services or change their minds or actions
- Ability to build mutual trust, respect, and cooperation
- Ability to apply general rules to specific problems
- Ability to operate a computer with relevant software applications
- Ability to maintain confidentiality
- High-speed internet access meeting minimum internet speed requirements
- Commitment to a schedule including at least one weekend shift
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