Call Center Representative (remote)- Providence, RI

$38,480 - $40,560/Yr

AAA - Providence, RI

Full-time - Entry Level

Remote - Providence, RI

Administrative and Support Services

About the position

The Call Center Representative position at AAA Northeast is a remote role focused on providing exceptional customer service to members seeking roadside assistance. The representative will handle incoming calls, process requests, and gather necessary information to ensure timely service delivery. This role requires effective communication skills and the ability to manage various emotional states of callers while adhering to company standards.

Responsibilities

• Receive incoming calls for roadside assistance on behalf of contracted automobile companies.
• Process requests and gather required information to provide timely service.
• Answer callers' questions and provide detailed information on road service products and services.
• Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales.
• Calm down angry members and provide reassurance to anxious members during calls.
• Gather information regarding road service calls including verification of membership number, name, telephone number, e-mail, vehicle description, and location.
• Utilize department/program software to capture accurate information and prioritize calls for safety issues.
• Help members determine the exact location of their disabled vehicle or meeting place by asking probing questions and referring to maps or other materials.
• Adhere to department standards for after call work, talk time, and staffed time.
• Provide information to members on road service policies and procedures.
• Determine appropriate course of action for each call received, consulting with a supervisor for members with special circumstances.

Requirements

• High School Diploma or GED required or 4 years of experience in lieu of degree.
• Customer service experience required.
• Call center experience preferred.
• 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.
• Ability to encourage and build mutual trust, respect, and cooperation with others.
• 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.

Benefits

• Work from home opportunities
• Flexible shifts including 1st and 2nd shift
• Paid training