Full Job Description
Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ.
AAA Northeast is building a remote customer service team enabling experienced customer service representatives career opportunities to work to live, vs live to work. Empowered by a variety of schedules our customer service representatives have the freedom and autonomy to work around the competing priorities in their lives and build a career while providing first class customer service to our members.
Takes road service calls while dealing with member's emotional state (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, nature of vehicular problem. Utilizes department software such as D3, MemberzPlus, Navigator 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. (45%)
Provides information to members on road service policies and procedures. Explains the benefits of AAA membership to prospective members and sells primary and associate memberships as appropriate. Ensures that the member is aware of costs associated with all services provided. When appropriate advises the member of other AAA products and services such as mobile battery replacement and windshield repair. May inform members of other AAA products and services such as Premier and PLUS Memberships, car rentals and hotel reservations. (25%)
Determines appropriate course of action for each call received, consulting with a supervisor for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications; refers non-AAA NE Club members to appropriate Club for service. (10%)
Tracks ETAs (estimated time of arrivals) and takes action to resolve long-standing service calls; acts as interface between dispatch and members to enhance customer service. (10%)
Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction. (10%)
Other duties may be assigned.
Experience handling inbound or outbound calls in a call center environment
Minimum of 1 year customer service experience
Computer skills, including navigating multiple open tabs, monitors, systems and processes
Basic typing skills
Strong customer service and writing skills
Empathetic; you connect well with other people and understand the customer’s pain points
Highly results-oriented; you want your work to make a direct impact on member experience
Energetic; an upbeat attitude goes a long way in handling interactions with customers
What we offer:
Culture: Member experience is crucial. We know happy employees create positive member experiences. We are an employee first organization.
Health and Wellness: Low out of pocket cost and low deductible medical, dental and vision. Health advocate for you and your family, free health fairs, flu shots, biometrics, and financial wellness incentives.
Financial: Tuition reimbursement, generous 401k match, life as well as long and short-term disability insurance, charitable gift match, adoption assistance, child scholarship program, car seat reimbursement, free AAA membership, employee discounts on products and services.
Work/Life Balance: Vacation, holiday, sick, bereavement and volunteer time off.
Career Development: World class training including personal development, business skills, software training and leadership development.