Emergency Road Service Product Specialist

<strong>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 &mdash; and make a difference. Get started by choosing the career that&rsquo;s right for you.</strong>

Omaha, NE

The Auto Club Group (NE)

<p>ACG and the Cornhusker Motor Club Foundation are proud recipients of the Lincoln-Lancaster County Board of Health Community Public Health award. Nominated by the Safe Kids Child Passenger Safety Task Force, this award recognizes organizations strongly committed to enhancing the safety of families and was presented during the annual Board of Health Awards Luncheon.</p> <p>"We are privileged to accept this award on behalf of the Auto Club Group, the Cornhusker Motor Club Foundation, and our employees who support our traffic safety initiatives and events," said Rose White, Nebraska Public Affairs Director. &nbsp;"To be recognized for the vital role we play in changing community health and safety outcomes by working to reduce the number of children injured and killed in motor vehicle crashes is truly an honor."</p> <p>&nbsp;"We graciously accept this award in exchange of our commitment that we will continue our efforts to make roadways safer for all Nebraskans," said White.</p> http://nebraska.aaa.com/

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Competitive Compensation and Benefits Package

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