Call Center Representative - Roadside Assistance

AAA•Coppell, TX

About The Position

This position trains to become the first point of contact for the member, primarily via inbound calls. The position trains to receive and document telephone requests for roadside assistance within the local Club territory, while delivering a totally satisfying member experience through exceptional customer service. This position will acquire the tools necessary to determine the appropriate procedures to process member service requests. Upon successful completion of training and certification, progress will be evaluated for promotion to Receive Service Specialist I. Receive Service Specialists handle incoming calls from members who are under duress coping with vehicle malfunctions and/or find themselves in dangerous situations. Consequently, incumbents must identify potential problems and react accordingly to ensure quality service to all members, taking action that is consistent with available facts, financial constraints, and possible consequences. Incumbents work with minimal supervision while remaining within established productivity standards.

Requirements

Associates less than 1 year Customer service.
English language fluency required.
Professional communication skills required, both written and oral.
Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access
Work is closely managed and reviewed for accuracy and adequacy.
Follows specific, outlined, and detailed directions.
Provides resolution to problems that are readily identifiable with limited scope and are resolved in accordance with standard practices, procedures, applications or routines.
Problem/Task resolution timeframe: The majority of tasks typically take one to two days to resolve.
Under immediate supervision, performs assigned tasks only as instructed, subject to regular check of performance.
Individual Contributor
Failure to accomplish results can normally be overcome without significant effect on the organization.
Contacts are primarily with direct supervisor and others in group or department to give and receive information.

Nice To Haves

Demonstrated proficiency in customer service required.
Successful completion of Receive Service Specialist I training required.
Successful completion of Achieving Extraordinary Customer Relations (AECR) training required.

Responsibilities

Receive and accurately document member requests for roadside assistance within the local Club territory.
Demonstrate appropriate knowledge and use of Member Relationship Management (MRM) services in providing members with total service solutions.
Counsel members on Provisions for Service and determine if service requests are within established policies and procedures.
Accurately determine appropriate point of contact and redirect callers when service requests are outside established policies and procedures.
Advise members of service conditions and estimated time of arrival.
Demonstrate empathy and provide reassurance to members.
Identify and communicate adverse service conditions and areas to Service Representatives III and supervision.
Communicate necessary, pertinent information to California Highway Patrol and other public agencies as required.
Notify supervision of any malfunctioning equipment, erroneous or outdated resource materials, unsafe work conditions or any other impediments to fulfilling the responsibilities of the position.
Answer member requests for general membership information and/or refer to appropriate parties.
Work tends to be repetitive, but can be unpredictable and occasionally volatile.

Benefits

Health coverage for medical, dental, vision
401(K) saving plan with company match AND Pension
Tuition assistance
PTO for community volunteer programs
Wellness program
Employee discounts (membership, insurance, travel, entertainment, services and more!)

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