ERS Customer Advocate II - Remote

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Minneapolis, MN

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Competitive Compensation and Benefits Package

Overview: <br /><br /> <p>The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second-largest AAA club in North America.<br /><br /></p> <p>The Auto Club Group offers competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership, and much more!</p> <p><br /><br /><br /></p>
Responsibilities: <br /> <ul> <li> <p align="left"><span style="font-family: Arial;">Functioning as a fully trained team member in all aspects of Emergency Road Service, Membership, and Auto Travel benefits in a call center environment.&nbsp;&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Providing information to members/customers in accordance with the Customer Interaction Model.&nbsp;&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Promoting member satisfaction and provides seamless service to ensure customer service goals and standards are met.&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Fulfilling member requests for specific membership and auto travel products in accordance with product and membership policies, and procedures, and training.&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Receiving and processes member requests for emergency road service utilizing an intake application or CRM (Customer Relationship Management) software.</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Performing challenging geographical location spotting, map reading, and detailed instructions to contracted service providers.&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Managing ERS service events to include dispatching, optimizing, and updating the member/contractor as necessary. Identifies and capitalizes on opportunities to cross-sell products and services.&nbsp;&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Navigating through various sources of information (P.C., process manuals/job aids, call center models, Internet, Intranet, Sharepoint,&nbsp;etc.) and applications in order to effectively respond to members/customers&rsquo; requests/concerns in a timely manner.</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Handling customer escalations in accordance with established procedures.&nbsp;&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Placing outbound calls to members/contractors and resolves contractor issues as appropriate. Accepts payment from members, as appropriate.&nbsp;</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Assisting coworkers and less senior advocates as necessary.</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Regularly handles new, inbound ERS calls as required.</span></p> </li> </ul> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <p align="left"><span style="font-family: Arial;">With our powerful brand and the mentoring we offer, you will find your position as an<strong>&nbsp;ERS Customer Advocate II&nbsp;</strong>can lead to a rewarding career at our growing organization.</span></p> <div align="left"><strong><span style="font-family: Arial;">How you will benefit:<br /><br /></span></strong></div> <ul> <li> <p align="left"><span style="font-family: Arial;">Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:</span></p> <ul> <li> <p align="left"><span style="font-family: Arial;">401k Match</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Medical</span></p> </li> <li> <p align="left">Dental</p> </li> <li> <p align="left"><span style="font-family: Arial;">Vision</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">PTO</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Paid Holidays</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Tuition Reimbursement</span></p> </li> </ul> </li> </ul>
Requirements: <br /> <p align="left"><span style="font-family: Arial;">College-level coursework in Business, Marketing, Geography, or other related field and/or applicable professional/technical certification courses.</span></p> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <div align="left"><span style="font-family: Arial;">Experience in:<br /><br /></span></div> <ul type="disc"> <li><span style="font-family: Arial;">Call center environment</span></li> <li><span style="font-family: Arial;">AAA Emergency Road Service</span></li> <li><span style="font-family: Arial;">Selling goods or services</span></li> <li><span style="font-family: Arial;">Dispatching calls</span></li> </ul> <br /> <p align="left"><span style="font-family: Arial;">Successful completion of Customer Care and ERS Street Team training and certification courses. Proven ability to work as an inbound call receiving Customer Advocate I.</span></p> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <div align="left"><span style="font-family: Arial;">Experience with:<br /><br /></span></div> <ul type="disc"> <li><span style="font-family: Arial;">Accurately inputting information into various fields using a P.C. keyboard</span></li> <li><span style="font-family: Arial;">Navigating through a P.C. CRM, or any other online application/software,&nbsp;and/or automated processing system</span></li> <li><span style="font-family: Arial;">Reading and comprehending various Customer Care service tools (manuals, work models, ERS mapping tools, etc.)</span></li> <li><span style="font-family: Arial;">Handling customer escalations with regard to Emergency Road Service, Membership and/or Auto Travel issues</span></li> <li><span style="font-family: Arial;">Negotiating with contractors to obtain quality service for members</span></li> <li><span style="font-family: Arial;">Customer service</span></li> <li><span style="font-family: Arial;">Written communication (e.g. responding to contractor/member/customer inquiries)</span></li> <li><span style="font-family: Arial;">Effectively utilizing Customer Interaction Model and quality standards.&nbsp;</span></li> </ul> <br /> <div align="left"><span style="font-family: Arial;">Knowledge of:<br /><br /></span></div> <ul type="disc"> <li><span style="font-family: Arial;">ACG policies and procedures as they relate to Emergency Road Service, Membership, and/or Auto Travel functions</span></li> </ul> <br /> <div align="left"><span style="font-family: Arial;">Ability to:<br /><br /></span></div> <ul type="disc"> <li><span style="font-family: Arial;">Provide a high level of customer service in a professional call center environment</span></li> <li><span style="font-family: Arial;">Act as a liaison between AAA contractors, members, and customer advocates</span></li> <li><span style="font-family: Arial;">Successfully identify and resolve customer/contractor issues with infrequent management involvement</span></li> <li><span style="font-family: Arial;">Analyze and resolve problems</span></li> <li><span style="font-family: Arial;">Adhere to Customer Care/ERS Street Team service standards</span></li> <li><span style="font-family: Arial;">Effectively process and dispatch all ERS calls including RAP, etc.</span></li> <li><span style="font-family: Arial;">Represent the Customer Interaction Centers in a professional and positive manner</span></li> <li><span style="font-family: Arial;">Effectively manage service events and take appropriate action on call to secure service&nbsp;</span></li> <li><span style="font-family: Arial;">Work independently and make sound business decisions in a fast-paced environment</span></li> <li><span style="font-family: Arial;">Read online maps and use travel-related tools (i.e. directional cues) to assist entry-level advocates/members</span></li> <li><span style="font-family: Arial;">Multi-task across all Club product lines</span></li> <li><span style="font-family: Arial;">Demonstrate strong communication skills demonstrated through the effective use of the Customer Interaction Model</span></li> <li><span style="font-family: Arial;">Communicate effectively with others over the telephone, in person, or in writing</span></li> <li><span style="font-family: Arial;">Demonstrate effective listening skills</span></li> <li><span style="font-family: Arial;">Maintain accurate records</span></li> <li><span style="font-family: Arial;">Ability to be cross-skilled to handle other department call volumes as business needs dictate to include: inbound ERS Call Receiving, ERS Dispatch, any Membership phone call, and/or Auto Travel</span></li> <li><span style="font-family: Arial;">Willingness and ability to work irregular hours to include various shifts, weekends, and/or holidays</span></li> </ul> <br />