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.

keywords: safety,environment,call center,analysis,data entry,passion,education,customer care,maintain,training,experience,environment,communication,knowledge,prepare,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> <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> <br /> <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> <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>High school diploma or equivalent</li> <li>Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products</li> </ul> <div>&nbsp;</div> <div><u><span style="font-family: Arial;">Experience:</span></u></div> <ul> <li>Accurately inputting information into various fields using a PC keyboard</li> <li>Navigating through a PC and/or automated processing system</li> <li>Reading and comprehending various Customer Care service tools (manuals, work models, etc.)</li> <li>Performing mathematical calculations including adding, subtracting, percentages, etc.</li> </ul> <u>Knowledge and Skills:</u><br /><br /> <ul> <li>Telephone etiquette</li> <li>North American geographical relationships</li> <li>Road condition reporting terminology</li> <li>Strong communication skills demonstrated through the effective use of the Customer Interaction Model</li> <li>Strong interpersonal skills</li> <li>Strong written communications skills needed to respond in a professional manner to member/customer inquiries</li> <li>Effective listening skills</li> <li>Accurately enter information on a personal computer</li> <li>Identify and resolve customer service issues/requests or transfer to appropriate customer advocate</li> <li>Represent the Customer Care Department in a professional and positive manner</li> <li>Maintain accurate records</li> <li>Understand, read and reconcile payment history</li> <li>Read maps and use travel related tools (i.e., directional cues)</li> </ul> <br /><br /><br /> <div style="display: inline !important;"><span style="font-family: Arial;">&nbsp;</span></div> <div><strong><span style="font-family: Arial;">Preferred Qualifications</span></strong></div> College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.<br /><br /><span style="font-family: Arial;"><span style="text-decoration: underline;">Experience in:</span><br /></span> <ul> <li>Call center environment</li> <li>Customer service environment</li> <li>Promoting ACG products and services</li> <li>Identifying and responding to customer needs through cross-selling and up-selling products</li> </ul> <br /><br /><span style="text-decoration: underline;"><span style="font-family: Arial;">To prepare you for this exciting opportunity, we offer:</span></span><br /> <ul> <li>Full-time paid Training (3 Weeks)</li> <li>Beginning October 16, 2017</li> <li>Monday through Friday from&nbsp; 12:00 pm &ndash; 8:30 pm</li> <li>Afternoon/evening/weekend shifts available after training</li> </ul> <br /><span style="text-decoration: underline;"><span style="font-family: Arial;">As a reward for your passion and commitment, we offer:</span></span><br /> <ul> <li>Competitive base pay of $13/hour to start + shift premium for evening and overnight timeframes</li> <li>Opportunity for up to a $1 pay increase after 90 days based on performance</li> <li>Career advancement potential with up to an additional $1 increase in pay after 6 months</li> <li>Medical, dental, and vision benefits</li> <li>Matching 401(k)</li> <li>Paid time off</li> <li>Holiday Pay</li> <li>Complimentary AAA membership</li> <li>Tuition reimbursement</li> <li>Employee recognition program</li> <li>Rewarding, fast-paced environment</li> </ul>