Call Center Representative - 2nd shift (remote) (60873)

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY, & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Work Schedule: 2nd shift. Schedules range between 1:00pm-1:30am. This job requires a commitment to work a schedule that will include at least one weekend shift. The training schedule for the first 4 weeks is Monday – Friday 8:30am-5:00pm.

Receives incoming calls from prospective and current members requesting road service; processes requests and gathers required information in order to provide timely service; answers members' questions and provides detailed information regarding AAA road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.

What you will do:

• For bilingual roles, all responsibilities must be able to be completed in both English and target language. Takes road service calls while being mindful of members’ emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem. Utilizes department software, such as Sales Force, D3, MemberzPlus, etc. to ensure efficient dispatch, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., asking probing questions and referring to maps or other materials.). Adheres to department standards for after call work, talk time, and staffed time.
• Provides information to members on road service policies and procedures. Explains the benefits of AAA membership and sells memberships. Ensures that members are aware of costs associated with all services provided. When appropriate, advises the member of other AAA products and services, such as mobile battery replacement, Premier and PLUS Memberships, car rentals, and hotel reservations.
• Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications; refers non-AAANE Club members to appropriate Club for service.
• Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls; acts as interface between Dispatch and members to enhance customer service.
• Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction.