Call Center Representative, 3rd shift
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Job Description
Remote 3rd-shift call center representative handling roadside assistance calls for AAA Northeast. Gathering incident details, supporting members, and coordinating timely service.
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 on road service products and services
- Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
- Take road service calls while calming upset members and reassuring anxious members
- Verify membership number, name, telephone number, email, vehicle description and location, and nature of vehicular problem
- 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, or other materials
- Adhere to standards for after-call work, talk time, and staffed time
- Provide information on road service policies and procedures
- Determine appropriate action for each call, consulting a supervisor for members with 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 speed internet access meeting minimum internet speed requirements
- Availability for shifts ranging between 3:45pm–3:00am
- Commitment to work at least one weekend shift
- 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 operate a computer with relevant software applications
- Ability to maintain confidentiality
Benefits:
- Fully remote work from home opportunity
- High speed internet access required for work from home
- Work for a company rated a top employer and best place to work across the Northeast
- Opportunity to work for a company committed to giving back to the community
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