Note: The job is a remote job and is open to candidates in USA. AAA Club Alliance is hiring Full-Time Emergency Roadside Telephone Responders for their Virtual Call Center. The role involves answering high volume incoming calls from AAA Members in need of Roadside Assistance and providing exceptional customer service while utilizing internal knowledgebase programs.
Responsibilities
- Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materials
- Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations
- Use of online mapping tools to determine Member breakdown location and establishing the tow to destination
- Actively listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member, etc.) and make sound decisions concerning prioritization of service
- Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as needed
- Ensure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call
Skills
- Candidates MUST live within one of the following states to be considered: Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, West Virginia
- A quiet, private work space free from distraction or interruption
- Stable, high-speed, hard-wired internet connection via Ethernet cable required throughout employment. Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is not authorized and is prohibited
- Successful completion of three week virtual training class
- Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather
- This position does not allow the flexibility to provide care to others in the household
- High School Diploma or equivalent
- Effective written and oral communication skills
- Ability to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environment
- Proficient computer use, typing skills and attention to detail
- Previous Salesforce experience preferred but not required
- One year customer service experience, call center/inbound call taking experience preferred
- Familiarity with maps and map reading are preferred
Benefits
- Paid Three Week Virtual Training
- All required computer equipment will be provided to you by AAA Club Alliance
- 8% Shift Differential when working regular scheduled shift after 2:00pm EST
- Health Insurance (Medical, Vision, Prescription Drug and Dental)
- Flexible Spending Accounts
- Wellness and Health Advocate Programs
- 401(k) with Employer Match
- Free AAA Membership and more
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
Company Overview
For more than 100 years, we’ve been helping people get to where they’re going. It was founded in 1900, and is headquartered in Wilmington, Delaware, US, with a workforce of 1001-5000 employees. Its website is https://www.aaa.com/aaa/212/careers/index.html.