Call Center Representative (remote) - 2nd shift (60586)

AAA Northeast; United States; Remote; USD 32,000 - 42,000; Full time

Job summary

AAA Northeast is seeking a courteous Customer Service Representative to handle inbound roadside assistance calls for members. You will verify membership, capture essential information, and provide guidance on available road service options while maintaining a high standard of Five Diamond customer service.

You will need to stay composed while assisting distressed members, use maps to determine locations, and document all interactions accurately for quick follow-up and service delivery.

Qualifications

• Customer service experience is required.
• Call center experience is preferred.
• Ability to listen, communicate clearly, and stay calm under pressure.

Responsibilities

• Takes road service calls and verifies membership and contact details using maps and location data.
• Provides information on road service policies and procedures and guides members through next steps.
• Assesses each call for urgency and safety, consulting a supervisor when needed and prioritizing actions.

Skills

Customer service

Active listening

Telephone communication

Map reading

Confidentiality

Education

High School Diploma or GED

Job description

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY, NJ & FL. 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: Shifts range between 3:45pm-3:00am. This job requires a commitment to work a schedule that will include at least one weekend shift.

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It's why we've earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Receives incoming calls for roadside assistance on behalf of contracted automobile companies. Processes requests and gathers required information in order to provide timely service. Answers callers questions and provides detailed information on road service products and services; provides Five Diamond Customer service to encourage member retention, renewal and new membership sales.

What you will do:

• Takes road service calls while dealing with member's emotional state (e.g., 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, nature of vehicular problem. Utilizes department/program software to ensure we capture accurate information, 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.
• Provides information to members on road service policies and procedures.
• Determines appropriate course of action for each call received, consulting with a supervisor for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member's applications.

Education

High School Diploma or GED Required or 4 years of experience in lieu of degree Required

Experience

Customer Service experience Required and Call Center experience Preferred

Licenses and Certifications

Skills

Ability to address various high volume and challenging situations. Ability to listen to, understand, and communicate with others by telephone, in written form, or electronically. Ability to read maps and utilize navigation resources. Ability to convince others to buy goods/services or to otherwise change their minds or actions. Encourage and build mutual trust, respect, and cooperation with others and maintain them. Ability to apply general rules to specific problems to produce answers that make sense. Ability to operate a computer with relevant software applications. Ability to maintain confidentiality. Ability to operate a computer with relevant software applications.