Customer Representative I - Emergency Roadside

<p align="left"><span style="font-family: Arial;">Be someone&rsquo;s hero every day!&nbsp;</span></p> <div align="left">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.</div>

Nashville, TN

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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Individual Contributor

Competitive base pay of $13/hour to start

Overview: <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 (4 Weeks)</span></li> <li><span style="font-family: Arial;">Beginning October 30, 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;">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>
Responsibilities: <p align="left"><span style="font-family: Arial;">You can make a difference by helping our members during stressful situations. 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: <p><strong>Required Qualifications (these are the minimum requirements to qualify)</strong></p> <p><strong>&nbsp;</strong></p> <p><u>Education (include minimum education and any licensing/certifications):</u></p> <ul> <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> <p>&nbsp;</p> <p><u>Experience:</u></p> <ul> <li>&middot;Accurately inputting information into various fields using a PC keyboard</li> <li>&middot;Navigating through a PC and/or automated processing system</li> <li>&middot;Reading and comprehending various Customer Care service tools (manuals, work models, etc.)</li> <li>&middot;Performing mathematical calculations including adding, subtracting, percentages, etc.</li> </ul> <p>&nbsp;</p> <p><u>Knowledge and Skills:</u></p> <ul> <li>&middot;Telephone etiquette</li> <li>&middot;North American geographical relationships</li> <li>&middot;Road condition reporting terminology</li> <li>&middot;Strong communication skills demonstrated through the effective use of the Customer Interaction Model</li> <li>&middot;Strong interpersonal skills</li> <li>&middot;Strong written communications skills needed to respond in a professional manner to member/customer inquiries</li> <li>&middot;Effective listening skills</li> <li>&middot;Accurately enter information on a personal computer</li> <li>&middot;Identify and resolve customer service issues/requests or transfer to appropriate customer advocate</li> <li>&middot;Represent the Customer Care Department in a professional and positive manner</li> <li>&middot;Maintain accurate records</li> <li>&middot;Understand, read and reconcile payment history</li> <li>&middot;Read maps and use travel related tools (i.e., directional cues)</li> </ul> <p>&nbsp;</p> <p><strong>&nbsp;Preferred Qualifications</strong></p> <ul> <li>&middot;College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.&nbsp;</li> </ul> <p>Experience in:</p> <ul> <li>&middot;Call center environment</li> <li>&middot;Customer service environment</li> <li>&middot;Promoting ACG products and services</li> <li>&middot;Identifying and responding to customer needs through cross-selling and up-selling products</li> </ul>