Membership Road Service Advisor - Overnights

Echelon 56; California (MO); Remote; USD 30,000 - 40,000; Full time

Job summary

Echelon 56 is seeking dedicated individuals for overnight customer service positions. Deliver exceptional assistance to Members while working in a fast-paced, call center environment. Candidates should have a passion for helping others and the ability to thrive under pressure. Join our team and contribute to our mission of member satisfaction!

Benefits

Competitive benefits including wellness programs

Work-life harmony

Continuous learning opportunities

Pay-for-performance recognition

Qualifications

• Minimum 2 years of customer service experience required.
• 911 Emergency and Call Centre Communications diploma considered an asset.
• Must have a stable, high-speed internet connection.

Responsibilities

• Answer calls and texts in assigned queues to provide timely responses.
• Balance empathy and urgency in addressing Member inquiries.
• Utilize multiple screens effectively during interactions.

Skills

Communication Skills

Multi-tasking

Problem Solving

Customer Service

Education

Post-secondary education

Tools

Call Center Software

Google Maps

Job description

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As Canada's largest automobile association, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our 2.5M+ Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:
• Work-life harmony with access to an award-winning holistic wellness program,
• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

This is an Overnight position; successful candidate will be required to work overnights.

This Work From Home position begins with paid training:

• Day one is a virtual scheduled session to ensure your equipment is set up and in working order.
• Day two is a full day of trainingonsite, in-person orientation class at our CAA head office (If you are located in SCO our Head Office located at 60 Commerce Valley Dr. E. Thornhill. If you are located in Manitoba this location is at 870 Empress St. Winnipeg).
• Day three of training starts a two week schedule of virtual classroom training from 9:00am to 5:00pm EST Monday to Friday. You must be available to attend all scheduled training - time off is not available during the training period.
• Hiring for the overnight shift only. Shifts to start at 10pm EST.
• Must be available to work every second weekend, including holidays as this department is open 365 days a year.

What You Will Do:

• Working in a call center environment, you will be responsible for answering calls, and texts, within skill-set assigned queues providing timely responses to Member inquiries and requests, managing call flows in conjunction with navigating multiple screens simultaneously.
• Provide first call resolution to address all Member concerns and/or discrepancies while balancing empathy and urgency in each interaction.
• Deliver exceptional customer service by taking a Member-centric approach to call handling.
• Diffuse heightened issues by integrating a solutions-oriented approach, that maintains a balance between member and business needs, to proactively problem solve.
• Escalate complaints through channels of Resolution Centre, Relations, Team Advisors/Supervisors for resolution handling when necessary.
• Perform other job-related duties as assigned.

Who You Are:

• Completion of post-secondary education.
• 911 Emergency and Call Centre Communicationsdiploma an asset
• Minimum 2 years of customer service experience.
• Excellent communication skills both written and verbal.
• Demonstrated abilities to multitask in a fast-paced environment.
• Ability to navigate multiple computer screens and systems, including Google Maps.
• High comfort level with phone systems and technology.
• Excellent knowledge of Ontario/Manitoba roadways and highways.
• Must have dedicated high-speed hard-wired internet connection (Wireless HUBS are not acceptable) and a distracted free workspace.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and with the Manitoba Human Rights Code and the Accessibility for Manitobans with Disabilities Act, 2013 (AMA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.