Call Center Representative - 2nd shift (remote) (60873)

AAA Northeast; United States; A distancia; USD 32.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Top Employer recognition

Health coverage

401(k) retirement match

Paid time off

Wellness incentives

Tuition reimbursement

AAA membership

Descripción de la vacante

AAA Northeast is hiring for a call center/customer service role. You will handle road service requests, verify membership details, and provide accurate information to members seeking assistance.

The position requires a willingness to work a 2nd shift with weekend coverage and a training period in the early morning hours. Candidates should have a high school diploma or GED and 1–3 years of customer service experience, with 1+ years in a call center preferred.

Formación

• High School Diploma or GED required.
• 1-3 years Customer Service experience required.
• 1+ years Call Center experience preferred.
• If for a bilingual job, must pass a translation assessment during pre-hire screening.

Responsabilidades

• Receives incoming calls from prospective and current members requesting road service and provides timely information.
• Uses department software to dispatch, verify membership and locate service information.
• Maintains customer satisfaction by handling inquiries and resolving issues with care.
• Adheres to after-call work, talk time, and staffing standards.

Conocimientos

Customer Service

Call Center

Translation assessment

Educación

High School Diploma or GED

Herramientas

Sales Force

D3

MemberzPlus

Descripción del empleo

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY, & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Work Schedule : 2nd shift. Schedules range between 1:00pm-1:30am. This job requires a commitment to work a schedule that will include at least one weekend shift. The training schedule for the first 4 weeks is Monday – Friday 8:30am-5:00pm.

Receives incoming calls from prospective and current members requesting road service; processes requests and gathers required information in order to provide timely service; answers members' questions and provides detailed information regarding AAA road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.

What you will do:

• For bilingual roles, all responsibilities must be able to be completed in both English and target language. Takes road service calls while being mindful of members emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem. Utilizes department software, such as Sales Force, D3, MemberzPlus, etc. to ensure efficient dispatch, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., asking probing questions and referring to maps or other materials.). Adheres to department standards for after call work, talk time, and staffed time.

Qualifications

What You Will Need

• High School Diploma or GED Required
• 1-3 years Customer Service experience Required or
• 1+ years Call Center experience Preferred
• If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy Required

Why AAA Northeast

Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.

What We Offer

• Award-Winning: We've been named as a Top Employer for the last 7 years
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time off: 3 weeks' vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
• Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.

At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our "cameras on" approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.

We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.