Emergency Road Service Product Specialist

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.

Heathrow, 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/

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Competitive Compensation and Benefits Package

Overview: 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.
Responsibilities: <ul> <li>Provide support to ERS Customer Advocates (as applicable by site location) or; ERS Back Office Processing and Payment Specialist Staff in the following key areas: new hire mentoring and training support, escalated call handling, quality assurance monitoring, assisting queue inquiries.</li> <li>Work as a lead staff member answering policy related inquiries.</li> <li>Respond to member concerns regarding ERS related problems and ensures follow-up and resolution via telephone, letter, email and/or face-to-face contact.</li> <li>Maintain statistics regarding problems encountered and develop management recommendations for rectifying/eliminating root cause.</li> <li>Determine appropriate resolution in accordance with established procedures regarding matters such as compensation.</li> <li>Monitor phone calls to ensure quality service in accordance with ERS standards.</li> <li>Facilitate group calibration sessions and provide coaching and mentoring to less senior personnel; providing coaching and counseling as appropriate.</li> <li>Notify supervisory personnel of problems and handle internal policy questions from staff as necessary.</li> <li>Prepare reports reflecting activities and trends negatively impacting quality scores.</li> <li>Assist staff in dispatching calls and manually spot calls not automatically handled by D2000 system.</li> <li>Obtain information on various issues including policy effective date errors, covered drivers, etc.</li> <li>Prepare reports reflecting activities and trends negatively impacting quality scores.</li> <li>Provide oversight to call management facility loads to ensure PTA/ETA times are kept current.</li> <li>Clarify Company policy/procedures relative to ERS activities.</li> <li>Investigate problems and communicate with individuals from various departments to obtain information that may include policy effective date errors, covered drivers, etc.</li> </ul>
Requirements: <strong>PREFERRED:</strong><br /> <ul> <li style="font-weight: 400;">College level coursework, certification or equivalent (i.e., continuous learning)</li> </ul> <p style="font-weight: 400;"><strong>WORK ENVIRONMENT</strong></p> <ul> <li style="margin-top: 0px; margin-bottom: 0px;">Works in a temperature controlled office environment.</li> </ul> <p style="margin-top: 0px; margin-bottom: 0px;"><u><strong>Required Qualifications:</strong></u></p> <p><u>Education:</u></p> <ul> <li>Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.</li> </ul> <p style="font-weight: 400;">Experience in/with:</p> <ul style="font-weight: 400;"> <li>Accurately inputting information into various fields using internal applications; D2000, Microsoft Streets, and associated Microsoft applications, Membership applications, Comment Tracking System, etc. as determined by site location call types.</li> <li>Navigating through a PC Windows environment, including accessing information from multiple applications</li> <li>Reading and comprehending various Customer Care service tools (manuals, work models, etc.).</li> <li>Servicing members and internal employees according to the Customer Care service standards.</li> <li>Identifying and resolving ERS customer service issues and assisting other Customer Advocates in effectively resolving ERS customer service issues.</li> <li>Responding to member/customer service, information or product (e.g., membership reference materials, duplicate membership cards or stickers, etc.) requests</li> <li>Analyzing and interpreting data</li> <li>Assisting customers under difficult and/or stressful conditions</li> <li>A fast-paced call center environment</li> </ul> <p style="font-weight: 400;">Knowledge and Skills:</p> <ul style="font-weight: 400;"> <li>ERS policies and procedures</li> <li>Quality service standards</li> <li>Road condition terminology</li> <li>Complaint handling techniques</li> <li>ACG club products and services</li> <li>ACG processes and procedures</li> <li>AAA National standards and BBB rules and regulations</li> <li>Process documentation techniques</li> <li style="font-weight: 400;">Ability to provide a high level of customer service in a professional level call center environment using the following skills:</li> <li>Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement.</li> <li>Strong communication skills demonstrated through the effective use of the Customer Interaction Model as it relates to external customers and internal employees.</li> <li>Strong written communications skills needed to respond in a professional manner to internal and external customer inquiries.</li> <li>Effective listening skills</li> </ul> <p style="font-weight: 400;">Ability to:</p> <ul style="font-weight: 400;"> <li>Assist with escalated ERS member/facility calls and member inquiries</li> <li>Operate an automated telephone system</li> <li>Handle escalated member inquiries</li> <li>Apply problem solving and decision making skills</li> <li>Read and interpret maps</li> <li>Recognize and use compass directions</li> <li>Present complex information in a clear, concise manner (e.g. explain instructions, rules and procedures)</li> <li>Accurately identify training needs</li> <li>Provide work guidance and direction</li> <li>Represent the ERS department in a professional and positive manner.</li> <li>Communicate effectively with others in a work environment and with the public (i.e. members, contracted service providers, etc.)</li> <li>Willingness and ability to work flexible hours, including various shifts, weekends and/or holidays.</li> <li>Operate a two-way radio system</li> </ul> <span style="font-weight: 400;">The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!</span> <p style="margin-top: 0px; margin-bottom: 0px;"><strong>Important Note:</strong>&nbsp;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.</p> <p style="font-weight: 400;">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.</p>