AAA The Auto Club Group is seeking a dedicated Full-Time Remote Customer Service Representative to join our Emergency Roadside Service call center. You will be the first point of contact for members requiring assistance, delivering superior service, managing service logistics, and identifying opportunities to enhance member value. This role is critical in upholding our commitment to member safety and satisfaction.
What You'll Do
- Respond to member/customer requests for emergency road service in a call center environment.
- Obtain and document critical information such as vehicle location and problem type.
- Provide clear information regarding Emergency Road Service benefits.
- Perform geographical spotting to determine appropriate service providers.
- Communicate with service contractors to dispatch assistance and obtain estimated arrival times.
- Enter all call details into the D2000 database and notify members of contractor details.
- Proactively update members on any service delays.
- Recognize, promote, and process membership sales opportunities.
- Verify call completion and close out the interaction in the system.
- Respond to member needs with empathy while gathering information and providing solutions.
- Analyze member accounts to recommend beneficial products and services.
- Exceed performance metrics by following detailed call intake processes efficiently.
What We're Looking For
- High school diploma or equivalent.
- Ability to obtain and maintain all required state licenses for selling/servicing ACG products.
- 6 months of customer service experience.
- Experience providing professional customer service and de-escalating situations.
- Proficiency in accurately inputting data using a PC keyboard.
- Experience navigating a PC and automated processing systems.
- Ability to read and comprehend service manuals and work models.
- Skill in performing basic mathematical calculations including percentages.
- Excellent telephone etiquette.
- Basic computer skills and ability to operate a laptop/PC while using multiple applications.
- Ability to toggle between applications like Internet, Google Maps, Email, and company software.
- Knowledge of North American geographical relationships and road condition terminology.
- Strong communication, interpersonal, and written skills.
- Effective listening skills and ability to resolve service issues or escalate appropriately.
- Ability to maintain accurate records, reconcile payment history, and read maps.
Nice to Have
- College coursework in Business, Marketing, Geography, or a related field.
- 6+ months of experience in a call center environment.
- Experience with remote work.
- Background in a customer service environment.
- Experience promoting products/services and identifying needs through cross-selling.
- Bi-Lingual fluency in Spanish and English.
Technical Stack
- D2000 database
- PC/Laptop
- Internet
- Google Maps
- Company applications
Benefits & Compensation
- Compensation: $19.00 per hour with shift premium for evenings and weekends.
- 401k Match
- Medical, Dental, and Vision insurance
- PTO and Paid Holidays
- Tuition Reimbursement
- Corporate Incentive Program
- Complimentary AAA membership
- Employee Referral Bonus and recognition program
- Performance-based incentives
- $250 Perfect Attendance bonus after 90 incident-free days
- Subsidy for bilingual skills (Spanish/English fluency)
- Voluntary overtime opportunities
Work Mode
This is a fully remote position.
The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
