Full-Time Bilingual (English/Spanish) Remote Customer Service Rep - Emergency Roadside Service

AAA-The Auto Club Group•MI-Admin Office Building (AOB), MI

8d•Remote

About The Position

Our Emergency Roadside Customer Service Reps are the forefront of our member focus and have the opportunity to be every day heroes by helping our members in times of need. As a customer service rep, you will focus on helping and serving our members by taking inbound phone calls for emergency roadside service and ensuring that members are in a safe location while determining their overall needs. Additionally, you will review the member’s accounts to be sure they are taking full advantage of their memberships, benefits, and the many discounts available to them. Calls you will receive will range from flat tires, fuel deliveries, mechanical breakdowns, and tow requests. This is a fast-paced environment and understandably members are often faced with stressful or frustrating situations, so customer service reps are required to have empathy to their situation.

Requirements

High school diploma or equivalent
Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products
Must be bilingual (fluent in both English and Spanish)
6 months of customer service experience
Providing customers service in a professional manner and de-escalating situations
Accurately inputting information into various fields using a PC keyboard
Navigating through a PC and/or automated processing system
Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
Performing mathematical calculations including adding, subtracting, percentages, etc.
Telephone etiquette
Basic computer skills
Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, email, company applications and more. Ability to toggle back and forth between applications
North American geographical relationships
Road condition terminology
Strong communication skills demonstrated through the effective use of the Customer Interaction Model
Strong interpersonal skills
Strong written communications skills needed to respond in a professional manner to member/customer inquiries
Effective listening skills
Accurately enter information on a personal computer
Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
Represent the Customer Care Department in a professional and positive manner
Maintain accurate records
Understand, read and reconcile payment history
Read maps and use travel related tools (i.e., directional cues)

Nice To Haves

College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.
Call center environment - minimum 6 months
Remote work
Customer service environment
Promoting ACG products and services
Identifying and responding to customer needs through cross-selling and up-selling products

Responsibilities

Providing superior customer service during every member interaction.
Responding to a high volume of emergency road service requests in a call center environment.
Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road.
Analyzing member accounts to determine additional products and services that benefit the member.
Exceeding performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion.

Benefits

Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program (confidential support services).
Company-paid basic life insurance.
Optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Critical illness, accident, and pet insurance options.
401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
Paid leave programs, including parental, bereavement, jury duty, and military leave.
Tuition assistance (up to $5,250 annually; 80% covered by ACG).
Professional certification support with 100% reimbursement for eligible programs.
Opportunities for career development and advancement.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.