Remote - PM - Emergency Roadside Dispatch

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.

Tampa, FL

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. http://michigan.aaa.com/

keywords: about acg,compensation,teamwork,call center,communication,experience,professional,education

Full Time

Competitive Compensation and Benefits Package

Overview: <p class="p1"><strong>About ACG</strong><br /> The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 13 million members and customers across 14 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 /> <strong>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!</p>
Responsibilities: <strong>Job Description</strong> <p>&nbsp;</p> <p><strong>Description &ndash; External</strong></p> <p><strong>What you will do:</strong></p> <p><strong>Be someone&rsquo;s hero every day!&nbsp;</strong></p> <p><strong>Be a part of AAA &ndash; a company known for providing best-in-class service to its members when they need help the most!&nbsp; There is nothing like the feeling of providing safety, security and peace of mind to members when they call for emergency roadside assistance.</strong></p> <p><strong>Start Date: 3/31/2022</strong></p> <p><em>Training: 12:00pm-8:30pm EST Monday-Friday for four weeks.</em></p> <p><strong>You can make a difference by helping our members during stressful situations. Come to the rescue by:</strong></p> <ul> <li>Functioning as fully trained team member in all aspects of Emergency Road Service, Membership and Auto Travel benefits in a call center environment.&nbsp;&nbsp;</li> <li>Providing information to members/customers/contractors in accordance with Customer Interaction Model.&nbsp;&nbsp;</li> <li>Promoting member satisfaction and provides seamless service to ensure customer service goals and standards are met.&nbsp;</li> <li>Fulfilling member requests for specific membership and auto travel products in accordance with product and membership policies, and procedures and training.&nbsp;</li> <li>Receiving and processes member requests for emergency road service utilizing an intake application or CRM (Customer Relationship Management) software.</li> <li>Performing challenging geographical location spotting, map reading (online based) and detailed instructions to contracted service providers.&nbsp;</li> <li>Managing ERS service events to include dispatching, optimizing, and updating the member/contractor<u><ins cite="mailto:Lewis,%20Justin" datetime="2021-08-04T15:10">&nbsp;</ins></u>as necessary.&nbsp;&nbsp;Identifies and capitalizes on opportunities to cross-sell products and services.&nbsp;&nbsp;</li> <li>Navigating through various sources of information (P.C., process manuals<u><ins cite="mailto:Lewis,%20Justin" datetime="2021-08-04T15:12">/</ins></u><s><del cite="mailto:Lewis,%20Justin" datetime="2021-08-04T15:11">&nbsp;</del></s>job aids, call center models, Internet, Intranet, SharePoint, etc.) and applications (SFS, DRR, etc.), in order to effectively respond to members/customers&rsquo; requests/concerns in a timely manner.</li> <li>Handling customer escalations in accordance with established procedures.&nbsp;&nbsp;</li> <li>Placing outbound calls to members/contractors and resolves contractor issues as appropriate. Accepts payment from members, as appropriate.</li> <li>Assisting coworkers and less-senior advocates as necessary.</li> <li>Regularly handles new, inbound ERS calls as required.</li> </ul> <p><strong>With our powerful brand and the mentoring we offer, you will find your position as an&nbsp;ERS Customer Advocate II&nbsp;can lead to a rewarding career at our growing organization.</strong></p> <p><strong>How you will benefit:</strong></p> <ul> <li><strong><em>Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:</em></strong> <ul> <li>401k Match</li> <li>Medical</li> <li>Dental</li> <li>Vision</li> <li>PTO</li> <li>Paid Holidays</li> <li>Tuition Reimbursement</li> </ul> </li> </ul>
Requirements: <p><strong>Qualifications</strong></p> <p><strong>We&rsquo;re looking for candidates who:</strong></p> <p>College level coursework in Business, Marketing, Geography, or other related field and/or applicable professional/technical certification courses.</p> <p><strong>&nbsp;</strong></p> <p><strong>Experience in:</strong></p> <ul> <li>Call center environment</li> <li>AAA Emergency Road Service</li> <li>Selling goods or services</li> <li>Dispatching calls</li> </ul> <p><strong>Successful completion of Customer Care and ERS Street Team training and certification courses.&nbsp;&nbsp;Proven ability to work as an inbound call receiving Customer Advocate I.</strong></p> <p><strong>&nbsp;</strong></p> <p><strong>Experience in/with:</strong></p> <ul> <li>Accurately inputting information into various fields using a P.C. keyboard</li> <li>Navigating through a P.C., CRM, or any other online application/software.</li> <li>Reading and comprehending various Customer Care service tools (manuals, work models, ERS mapping tools etc.)</li> <li>Handling customer escalations with regard to Emergency Road Service, Membership and/or Auto Travel issues</li> <li>Negotiating with contractors to obtain quality service for members</li> <li>Customer service</li> <li>Written communication (e.g. responding to contractor/member/customer inquiries)</li> <li>Effectively utilizing Customer Interaction Model and quality standards.</li> </ul> <p><strong>Knowledge of:</strong></p> <ul> <li>ACG policies and procedures as they relate to Emergency Road Service, Membership and/or Auto Travel functions</li> </ul> <p><strong>Ability to:</strong></p> <ul> <li>Provide a high level of customer service in a professional call center environment</li> <li>Act as a liaison between AAA contractors, members and customer advocates</li> <li>Successfully identify and resolve customer/contractor issues with infrequent management involvement</li> <li>Analyze and resolve problems</li> <li>Adhere to Customer Care service standards</li> <li>Effectively process and dispatch all ERS calls including RAP, etc.</li> <li>Represent the Customer Interaction Centers in a professional and positive manner</li> <li>Effectively manage service events and take appropriate action on calls to secure service as applicable</li> <li>Work independently and make sound business decisions in a fast-paced environment</li> <li>Read online&nbsp;<s><del cite="mailto:Lewis,%20Justin" datetime="2021-08-04T15:18">&nbsp;</del></s>maps and use travel related tools (i.e. directional cues) to assist entry level advocates/members</li> <li>Multi-task across all Club product lines</li> <li>Demonstrate strong communication skills demonstrated through the effective use of the Customer Interaction Model</li> <li>Communicate effectively with others over the telephone, in person, or in writing</li> <li>Demonstrate effective listening skills</li> <li>Maintain accurate records</li> <li>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</li> <li>Willingness and ability to work irregular hours to include various shifts, weekends and/or holidays<strong>&nbsp;</strong></li> </ul> <p><strong>This is a challenging and rewarding position that requires passion and commitment to the well-being of others. &nbsp;Do you like working in a fast pace environment? Are you good at making decisions and offering solutions? Are you reliable and punctual?&nbsp;</strong></p> <p>&nbsp;</p> <p><strong>What it&rsquo;s like to work for us:</strong></p> <p>We serve our members by making their satisfaction our highest priority. We do what&rsquo;s right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.</p> <p>All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.</p> <p>&nbsp;</p> <p><strong>Who we are:</strong></p> <p>The Auto Club Group helps AAA Members enjoy life&rsquo;s journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 13 states in the upper Midwest and the Southeast.</p> <p>&nbsp;</p> <p><strong>The Auto Club Group has established four long-term enterprise goals:</strong></p> <ul> <li>Long-term, sustainable, profitable growth</li> <li>AAA Membership growth and renewal</li> <li>Operational excellence</li> <li>Become the &ldquo;flagship club&rdquo; of the AAA Federation</li> </ul> <p>&nbsp;</p> <p><strong>Important Note:</strong></p> <p><em>The above statements describe the principle 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 fulfil these requirements.</em></p> <p><em>The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. &nbsp;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.</em></p>