Customer Service Representative - Emergency Roadside

Be someone&rsquo;s hero every day!<br /><br />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.

Dearborn, MI

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: roadside assistance,environment,call center,analysis,data entry,passion,education,customer care,license,training,experience,environment,communication,knowledge,medical,call center,analysis

Individual Contributor

Competitive base pay of $13/hour to start

Overview: <p align="left"><span style="font-family: Arial;">Be a part of AAA - 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.</span></p> <p align="left"><span style="font-family: Arial;">You can make a difference by helping our members during stressful situations.&nbsp;</span></p>
Responsibilities: <p align="left"><span style="font-family: Arial;">Come to the rescue and provide top-notch service by:</span></p> <ul type="disc"> <li><span style="font-family: Arial;">Responding to emergency road service requests in a call center environment</span></li> <li><span style="font-family: Arial;">Listening to members and identifying their problem</span></li> <li><span style="font-family: Arial;">Performing geographical location spotting and data entry</span></li> <li><span style="font-family: Arial;">Seeking a solution to get the member back on the road</span></li> <li><span style="font-family: Arial;">Analyzing member accounts to determine additional products and services that benefit the member</span></li> </ul> <p align="left"><span style="font-family: Arial;">This is a challenging and rewarding position that requires passion and commitment to the well-being of others.&nbsp; If you think you are right for this role, you will need to be able to:</span></p> <ul type="disc"> <li><span style="font-family: Arial;">Navigate through a P.C. and multiple applications</span></li> <li><span style="font-family: Arial;">Provide a high level of customer service in a professional environment&nbsp;</span></li> <li><span style="font-family: Arial;">Cross and upsell member benefits</span></li> </ul>
Requirements: <div><strong><span style="font-family: Arial;">Required Qualifications (these are the minimum requirements to qualify)</span></strong></div> <div><strong><span style="font-family: Arial;">&nbsp;</span></strong></div> <div><u><span style="font-family: Arial;">Education (include minimum education and any licensing/certifications):</span></u></div> <ul type="disc"> <li><span style="font-family: Arial;">High school diploma or equivalent</span></li> <li><span style="font-family: Arial;">Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products</span></li> </ul> <div><u><span style="font-family: Arial;">&nbsp;</span></u></div> <div><u><span style="font-family: Arial;">&nbsp;</span></u></div> <div><u><span style="font-family: Arial;">Experience:</span></u></div> <ul> <li> <div><span style="font-family: Arial;">Accurately inputting information into various fields using a PC keyboard</span></div> </li> <li> <div><span style="font-family: Arial;">Navigating through a PC and/or automated processing system</span></div> </li> <li> <div><span style="font-family: Arial;">Reading and comprehending various Customer Care service tools (manuals, work models, etc.)</span></div> </li> <li> <div><span style="font-family: Arial;">Performing mathematical calculations including adding, subtracting, percentages, etc.</span></div> <div><u><span style="font-family: Arial;">&nbsp;</span></u></div> <div><u><span style="font-family: Arial;">&nbsp;</span></u></div> <div><u><span style="font-family: Arial;">Knowledge and Skills:</span></u></div> </li> <li> <div><span style="font-family: Arial;">Telephone etiquette</span></div> </li> <li> <div><span style="font-family: Arial;">North American geographical relationships</span></div> </li> <li> <div><span style="font-family: Arial;">Road condition reporting terminology</span></div> </li> <li> <div><span style="font-family: Arial;">Strong communication skills demonstrated through the effective use of the Customer Interaction Model</span></div> </li> <li> <div><span style="font-family: Arial;">Strong interpersonal skills</span></div> </li> <li> <div><span style="font-family: Arial;">Strong written communications skills needed to respond in a professional manner to member/customer inquiries</span></div> </li> <li> <div><span style="font-family: Arial;">Effective listening skills</span></div> </li> <li> <div><span style="font-family: Arial;">Accurately enter information on a personal computer</span></div> </li> <li> <div><span style="font-family: Arial;">Identify and resolve customer service issues/requests or transfer to appropriate customer advocate</span></div> </li> <li> <div><span style="font-family: Arial;">Represent the Customer Care Department in a professional and positive manner</span></div> </li> <li> <div><span style="font-family: Arial;">Maintain accurate records</span></div> </li> <li> <div><span style="font-family: Arial;">Understand, read and reconcile payment history</span></div> </li> <li> <div><span style="font-family: Arial;">Read maps and use travel related tools (i.e., directional cues)</span></div> <div><span style="font-family: Arial;">&nbsp;</span></div> <div><strong><span style="font-family: Arial;">III. Preferred Qualifications</span></strong></div> </li> <li> <div><span style="font-family: Arial;">College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.&nbsp;</span></div> <div><span style="font-family: Arial;">&nbsp;</span></div> <div><span style="font-family: Arial;">Experience in:</span></div> </li> <li> <div><span style="font-family: Arial;">Call center environment</span></div> </li> <li> <div><span style="font-family: Arial;">Customer service environment</span></div> </li> <li> <div><span style="font-family: Arial;">Promoting ACG products and services</span></div> </li> <li> <div><span style="font-family: Arial;">Identifying and responding to customer needs through cross-selling and up-selling products</span></div> </li> </ul> <div>&nbsp;</div> <div>&nbsp;</div> <div><span style="font-family: Arial;">To prepare you for this exciting opportunity, we offer:</span></div> <div><span style="font-family: Arial;">&nbsp;</span></div> <ul type="disc"> <li><span style="font-family: Arial;">Full-time paid Training (3 Weeks)</span></li> <li><span style="font-family: Arial;">Beginning October 16, 2017</span></li> <li><span style="font-family: Arial;">Monday through Friday from&nbsp; 12:00 pm &ndash; 8:30 pm</span></li> <li><span style="font-family: Arial;">Afternoon/evening/weekend shifts available after training</span></li> </ul> <div><span style="font-family: Arial;">&nbsp;</span></div> <div><span style="font-family: Arial;">As a reward for your passion and commitment, we offer:</span></div> <ul type="disc"> <li><span style="font-family: Arial;">Competitive base pay of $13/hour to start + shift premium for evening and overnight timeframes</span></li> <li><span style="font-family: Arial;">Opportunity for up to a $1 pay increase after 90 days based on performance</span></li> <li><span style="font-family: Arial;">Career advancement potential with up to an additional $1 increase in pay after 6 months</span></li> <li><span style="font-family: Arial;">Medical, dental, and vision benefits</span></li> <li><span style="font-family: Arial;">Matching 401(k)</span></li> <li><span style="font-family: Arial;">Paid time off</span></li> <li><span style="font-family: Arial;">Holiday Pay</span></li> <li><span style="font-family: Arial;">Complimentary AAA membership</span></li> <li><span style="font-family: Arial;">Tuition reimbursement</span></li> <li><span style="font-family: Arial;">Employee recognition program</span></li> <li><span style="font-family: Arial;">Rewarding, fast-paced environment</span></li> </ul> <div><span style="font-family: Arial;">&nbsp;</span></div>