Remote - Emergency Roadside Assistance Dispatcher

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.

Remote

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/

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Full Time

Competitive Compensation and Benefits Package

Overview: <p class="p1">About ACG</p> <p class="p1">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.</p> <p class="p2">&nbsp;</p> <p class="p1">Compensation</p> <p class="p1">The Auto Club Group offers a 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 style="font-weight: 300;"><span style="font-weight: 300;"><strong>ERS Customer Advocate II &ndash; The Auto Club Group</strong></span></p> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>What you will do:</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Be someone&rsquo;s hero every day!&nbsp;</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>&nbsp;</strong></span><span style="font-weight: 300;"><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></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>&nbsp;Start Date: 5/6/2022</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Training: Monday-Friday 8:30am-5:30pm EST for four weeks.&nbsp;</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>You can make a difference by helping our members during stressful situations. Come to the rescue by:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">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;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Providing information to members/customers/contractors in accordance with Customer Interaction Model.&nbsp;&nbsp;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Promoting member satisfaction and provides seamless service to ensure customer service goals and standards are met.&nbsp;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Fulfilling member requests for specific membership and auto travel products in accordance with product and membership policies, and procedures and training.&nbsp;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Receiving and processes member requests for emergency road service utilizing an intake application or CRM (Customer Relationship Management) software.</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Performing challenging geographical location spotting, map reading (online based) and detailed instructions to contracted service providers.&nbsp;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Managing ERS service events to include dispatching, optimizing, and updating the member/contractor&nbsp;as necessary.&nbsp;&nbsp;Identifies and capitalizes on opportunities to cross-sell products and services.&nbsp;&nbsp;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Navigating through various sources of information (P.C., process manuals/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.</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Handling customer escalations in accordance with established procedures.&nbsp;&nbsp;</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Placing outbound calls to members/contractors and resolves contractor issues as appropriate. Accepts payment from members, as appropriate.</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Assisting coworkers and less-senior advocates as necessary.</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Regularly handles new, inbound ERS calls as required.</span></li> </ul> <p style="font-weight: 300;"><span style="font-weight: 300;">&nbsp;</span><span style="font-weight: 300;"><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></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>How you will benefit:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;"><strong><em style="font-weight: 300;">Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:</em></strong></span> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">401k Match</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Medical</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Dental</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Vision</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">PTO</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Paid Holidays</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Tuition Reimbursement</span></li> </ul> </li> </ul>
Requirements: <p style="font-weight: 300;"><strong>Qualifications</strong></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>We&rsquo;re looking for candidates who:</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;">College level coursework in Business, Marketing, Geography, or other related field and/or applicable professional/technical certification courses.</span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>&nbsp;</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Experience in:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">Call center environment</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">AAA Emergency Road Service</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Selling goods or services</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Dispatching calls</span></li> </ul> <p style="font-weight: 300;"><span style="font-weight: 300;"><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></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>&nbsp;</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Experience in/with:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">Accurately inputting information into various fields using a P.C. keyboard</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Navigating through a P.C., CRM, or any other online application/software.</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Reading and comprehending various Customer Care service tools (manuals, work models, ERS mapping tools etc.)</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Handling customer escalations with regard to Emergency Road Service, Membership and/or Auto Travel issues</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Negotiating with contractors to obtain quality service for members</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Customer service</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Written communication (e.g. responding to contractor/member/customer inquiries)</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Effectively utilizing Customer Interaction Model and quality standards.</span></li> </ul> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Knowledge of:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">ACG policies and procedures as they relate to Emergency Road Service, Membership and/or Auto Travel functions</span></li> </ul> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Ability to:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">Provide a high level of customer service in a professional call center environment</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Act as a liaison between AAA contractors, members and customer advocates</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Successfully identify and resolve customer/contractor issues with infrequent management involvement</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Analyze and resolve problems</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Adhere to Customer Care service standards</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Effectively process and dispatch all ERS calls including RAP, etc.</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Represent the Customer Interaction Centers in a professional and positive manner</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Effectively manage service events and take appropriate action on calls to secure service as applicable</span></li> <li style="font-weight: 300;">Work independently and make sound business decisions in a fast-paced environment</li> </ul> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">Read online&nbsp;maps and use travel related tools (i.e. directional cues) to assist entry level advocates/members</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Multi-task across all Club product lines</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Demonstrate strong communication skills demonstrated through the effective use of the Customer Interaction Model</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Communicate effectively with others over the telephone, in person, or in writing</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Demonstrate effective listening skills</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Maintain accurate records</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">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 style="font-weight: 300;"><span style="font-weight: 300;">Willingness and ability to work irregular hours to include various shifts, weekends and/or holidays<strong>&nbsp;</strong></span></li> </ul> <p style="font-weight: 300;"><span style="font-weight: 300;"><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></span></p> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>What it&rsquo;s like to work for us:</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;">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.</span></p> <p style="font-weight: 300;"><span style="font-weight: 300;">All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.</span></p> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Who we are:</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;">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.</span></p> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>The Auto Club Group has established four long-term enterprise goals:</strong></span></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;"><span style="font-weight: 300;">Long-term, sustainable, profitable growth</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">AAA Membership growth and renewal</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Operational excellence</span></li> <li style="font-weight: 300;"><span style="font-weight: 300;">Become the &ldquo;flagship club&rdquo; of the AAA Federation</span></li> </ul> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><span style="font-weight: 300;"><strong>Important Note:</strong></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><em style="font-weight: 300;">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></span></p> <p style="font-weight: 300;"><span style="font-weight: 300;"><em style="font-weight: 300;">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></span></p>