ACS Auto Club Services, Inc. (AAA The Auto Club Group) is looking for a Part Time Remote Customer Service Rep to respond to requests for emergency roadside service. You will provide superior customer service in a call center environment, process membership sales opportunities, and assist members during stressful situations.
What You'll Do
- Respond to member requests for emergency road service in a high-volume call center.
- Obtain critical information like vehicle location and problem type.
- Provide basic information about Emergency Road Service benefits.
- Perform geographical spotting to determine potential service providers.
- Communicate with contractors to provide member details and obtain estimated arrival times.
- Enter data into the D2000 database and document all relevant call details.
- Notify members of the contractor's name and estimated time of arrival.
- Follow up with contractors if service is delayed and update the member.
- Recognize, promote, and process membership sales opportunities.
- Verify call completion and close out the case in the system.
- Provide superior customer service during every interaction.
- Respond to member needs with empathy while gathering information and providing solutions.
- Analyze member accounts to identify beneficial additional products and services.
- Exceed performance metrics by following detailed intake processes and working efficiently.
What We're Looking For
- High school diploma or equivalent.
- Ability to obtain and maintain all required state licenses for selling/servicing Auto Club Group products.
- 6 months of customer service experience.
- Experience providing professional customer service and de-escalating situations.
- Experience accurately inputting information using a PC keyboard.
- Experience navigating a PC or automated processing system.
- Experience reading and comprehending customer service tools like manuals and work models.
- Experience performing mathematical calculations including adding, subtracting, and percentages.
- Telephone etiquette and basic computer skills.
- Ability to operate a laptop or PC while using multiple applications like the Internet, Google Maps, Email, and company software.
- Ability to toggle between applications efficiently.
- Knowledge of North American geographical relationships.
- Knowledge of road condition reporting terminology.
- Strong communication skills using the Customer Interaction Model.
- Strong interpersonal and written communication skills.
- Effective listening skills.
- Ability to accurately enter information on a personal computer.
- Ability to identify and resolve customer service issues or transfer to the appropriate advocate.
- Ability to represent the Customer Care Department professionally.
- Ability to maintain accurate records and understand payment history.
- Ability to read maps and use travel-related directional tools.
Nice to Have
- College coursework in Business, Marketing, Geography, or a related field, and/or relevant professional certifications.
- 6 months of experience in a call center environment.
- Remote work experience.
- Experience in a customer service environment.
- Experience promoting Auto Club Group products and services.
- Experience identifying and responding to customer needs through cross-selling and up-selling.
Technical Stack
- D2000 database
- PC keyboard
- Laptop or PC
- Internet
- Google Maps
- Company applications
Benefits & Compensation
- Compensation: $19.00 per hour with a shift premium for evenings and weekends.
- 401k Match
- Medical, Dental, and Vision coverage
- PTO and Paid Holidays
- Tuition Reimbursement
- Corporate Incentive Program
- Complimentary AAA membership
- Employee Referral Bonus
- Employee recognition program
- $250 Perfect Attendance bonus after 90 days
- Subsidy for bilingual skills (fluent in Spanish and English)
- Voluntary overtime opportunities
Work Mode
This is a fully remote part-time position.
The Auto Club Group, and all its affiliated companies, is an equal opportunity 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.
