Call Center Representative (remote)
Company: AAA Southern New England
Posted on: January 18, 2023
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
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.
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
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
Education/Licenses/Certifications: High School diploma or GED
required, or 4 years of experience in lieu of degree Experience: 1
year Customer Service experience required 1 year Call Center
experience preferred Skills & Abilities: 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.
Keywords: AAA Southern New England, Milford , Call Center Representative (remote), Other , Milford, Connecticut
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