If you work from home this can be a great opportunity.
You can earn a $40,000 annual salary as an Inbound Call Center Representative for AAA Northeast, from the comfort of your home.
- 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.
- Takes road service calls while dealing with a 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 the vehicular problem.
- Utilizes department software such as D3, MemberzPlus, Navigator to ensure efficient dispatch, prioritize calls for safety issues, and research membership status.
- Takes the required action to help members determine the exact location of the disabled vehicles or meeting places. (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 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 advise 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.
- 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.
- Tracks ETAs (estimated time of arrivals) and takes action to resolve long-standing service calls; acts as an 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.
- Other duties may be assigned.