Part time (2nd shift) - Call Center Representative (58729)

AAA Northeast•North Providence, RI

1d•Remote

About The Position

AAA Northeast is seeking a Part-Time Call Center Representative for the 2nd shift. This role is eligible for work from home opportunities for applicants residing within the AAA Northeast footprint (RI, MA, CT, NY & NJ), provided they meet specific work from home requirements including high-speed internet access. The company is committed to innovation, community service, and has been recognized as a top employer. The primary function of this role is to receive incoming calls from prospective and current members requesting road service, process these requests, gather necessary information, answer questions about AAA road service products and services, and provide Five Diamond Customer service to promote member retention, renewal, and new membership sales.

Requirements

High School Diploma or GED
Customer Service experience
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.

Nice To Haves

Call Center experience
If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy
If for a bilingual job: Verbal and written fluency in the stated target language and English.
Ability to facilitate communication between parties who speak two different languages, English and a target language, to effectively and accurately interpret‚ respond. and resolve customer needs and problems.

Responsibilities

Receives incoming calls from prospective and current members requesting road service.
Processes requests and gathers required information to provide timely service.
Answers members' questions and provides detailed information regarding AAA road service products and services.
Provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.
Takes road service calls while being mindful of members’ emotional and physical wellbeing.
Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem.
Utilizes department software (e.g., Sales Force, D3, MemberzPlus) for efficient dispatch, prioritizing calls for safety issues, and researching membership status.
Takes required action to help member determine exact location of disabled vehicle or meeting place.
Adheres to department standards for after call work, talk time, and staffed time.
Provides information to members on road service policies and procedures.
Explains the benefits of AAA membership and sells memberships.
Ensures that members are aware of costs associated with all services provided.
Advises members of other AAA products and services when appropriate.
Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances.
Attempts to accommodate members in "borderline" situations.
Refers non-AAANE Club members to appropriate Club for service.
Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls.
Acts as interface between Dispatch and members to enhance customer service.
Responds to a wide variety of member inquiries, referring members to other departments to ensure customer satisfaction.