Customer Service Representative - Member Relations

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.

Charlotte, NC

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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Full Time

Competitive Compensation and Benefits Package

Overview: <strong>About ACG</strong> <br />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 /><strong><br />Compensation</strong> <br />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!
Responsibilities: <ul> <li>Receive and process telephone calls and service requests from members/customers requesting insurance information.</li> <li>Provide basic information to members/customers regarding membership/insurance benefits in accordance with the Customer Interaction Model.</li> <li>Navigate through various sources of information (PC, Point of Sale, and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to member/customer questions in a timely manner.</li> <li>Promote understanding of membership products.</li> <li>Determine the need for a particular type of product/service and refer to Customer Sales and Service Representative if appropriate.</li> <li>Provide immediate resolution to member issues relative to service or refer to the appropriate individual for additional assistance.</li> <li>Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.</li> <li>Depending on the area assigned, may prepare and provide appropriate travel-related information as requested.</li> </ul>
Requirements: <div> <div><strong>Education:</strong></div> <ul> <li>High School Diploma or equivalent</li> <li>Completion of ACG approved training programs</li> <li>attain and maintain state membership licenses as appropriate by the department</li> </ul> <div>&nbsp;</div> <div><strong>Experience:</strong></div> <ul> <li>Navigating through a P.C./automated processing system</li> <li>Reading and comprehending various Customer Care service tools (manuals, work models, etc.)</li> <li>Performing mathematical calculations</li> </ul> <div>&nbsp;</div> <div><strong>Knowledge and Skills:</strong></div> <ul> <li>Telephone etiquette</li> <li>Strong interpersonal skills</li> <li>Effective listening skills</li> <li>Strong oral communication skills demonstrated through the use of the customer&nbsp;<span style="font-size: medium;">care call center model</span></li> <li>Strong written communication skills (example may be required at time of interview) needed to respond to members/customers&rsquo; inquiries in a professional manner</li> </ul> <div><strong>Ability to:</strong></div> <ul> <li>Attain and maintain state licenses for membership processing in the states in which ACG does business as appropriate</li> <li>Complete Customer Care training and certification courses</li> <li>Learn and operate dual membership systems</li> <li>Service members according to the Customer Care service standards</li> <li>Communicate effectively with others in a work environment and with the public</li> <li>Work in a team environment to promote member/customer satisfaction</li> <li>Identify and resolve customer service issues/requests or transfer to appropriate Customer Service Representative</li> <li>Respond to member/customer service, information, or product (e.g. Tourbooks, Maps, Theme Park Information, membership reference materials, etc.) requests</li> <li>Maintain accurate records</li> <li>Accurately enter data into a computerized system</li> </ul> <strong><strong>Preferred Qualifications:&nbsp;<br /></strong></strong> <div><strong>Education:</strong></div> <ul> <li>College-level coursework in Business, Marketing, or another related field, applicable professional/technical certification courses, or related work experience</li> </ul> <div>&nbsp;</div> <div><strong>Experience:</strong></div> <ul> <li>Working within a customer service environment</li> <li>Working within a call center environment</li> <li>Selling goods or services</li> </ul> <div>&nbsp;</div> <div><strong>Knowledge and Skills:</strong></div> <ul> <li>Insurance processing including understanding policy/coverage terminology</li> <li>CPS/IPM/PISCES systems</li> <li>Advanced sales technique</li> </ul> <br />Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.<br /> <br />The Auto Club Group, and all of 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.</div>