[Remote] Call Center Representative (remote) (60585)

Note: The job is a remote job and is open to candidates in USA. AAA Northeast is a customer-focused organization committed to helping and serving its members. The Call Center Representative receives roadside assistance calls, gathers information, provides details about road service products and policies, and takes appropriate action to support members and encourage retention, renewal, and new membership sales.

Responsibilities

• 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

Skills

• 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
• This includes high speed internet access with minimum internet speed requirements
• High School Diploma or GED Required or 4 years of experience in lieu of degree Required
• Customer Service experience Required
• 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
• Call Center experience Preferred

Benefits

• Fully remote work arrangement

Company Overview

• With a legacy deeply etched in over a century of dedicated service, AAA Northeast delivers legendary services and trusted advice, allowing members and their families to enjoy the peace of mind that membership provides. It was founded in 1900, and is headquartered in Providence, RI, US, with a workforce of 1001-5000 employees. Its website is https://northeast.aaa.com/membership/join?cmpid=mag_soc_li_yan-li-ligenericjoin.

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