Customer Service Representative – Emergency Roadside Service
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Job Description
Customer Service Rep managing emergency roadside service calls for AAA members. Providing support and information in a call center environment to assist with emergency road services.
Responsibilities:
- Responds to member/customer requests for emergency road service in a call center environment.
- Obtains information regarding type of service required (e.g. vehicle location, type of problem, etc.).
- Provides basic information regarding Emergency Road Service benefits in accordance with Customer Interaction Model.
- Performs geographical location spotting to determine potential service providers.
- Communicates with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtains estimated time of arrival.
- Enters data into D2000 database and documents all relevant details.
- Notifies member of estimated time of arrival and name of contractor.
- May communicate with contractor if service not provided within specified time period and update member on status as necessary.
- Recognize, promote and process membership sales opportunities.
- Verifies completed status of call and closes out on system.
Requirements:
- High school diploma or equivalent
- 6 months of Customer Service Experience
- Providing customers service in a professional manner and de-escalating situations
- Accurately inputting information into various fields using a PC keyboard
- Navigating through a PC and/or automated processing system
- Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
- Performing mathematical calculations including adding, subtracting, percentages, etc.
- Telephone etiquette
- Basic Computer skills
- Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, Email, company applications and more.
- Ability to toggle back and forth between applications
- North American geographical relationships
- Road condition reporting terminology
- Strong communication skills demonstrated through the effective use of the Customer Interaction Model
- Strong interpersonal skills
- Strong written communications skills needed to respond in a professional manner to member/customer inquiries
- Effective listening skills
- Accurately enter information on a personal computer
- Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
- Represent the Customer Care Department in a professional and positive manner
- Maintain accurate records
- Understand, read and reconcile payment history
- Read maps and use travel related tools (i.e., directional cues)
Benefits:
- 401k Match
- Medical
- Dental
- Vision
- PTO
- Paid Holidays
- Tuition Reimbursement
- Corporate Incentive Program
- Complimentary AAA membership
- Employee Referral Bonus
- Employee recognition program
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