Remote Emergency Roadside Telephone Responder

AAA Mid-Atlantic

6d•$10 - $19•Remote

About The Position

AAA is hiring for Full-Time and Part-Time Emergency Roadside Telephone Responders for our Virtual Call Center. This is a work from home customer service position. Candidates must live within Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, or West Virginia. The role involves answering high volume incoming calls from AAA Members in need of Roadside Assistance, providing extraordinary customer service, using sound judgement, expressing empathy, and providing accurate responses using internal knowledgebase programs and reference materials. Responsibilities include accurately inputting Member location, vehicle information, and needs, using online mapping tools to determine breakdown location and tow destination, identifying situations requiring special handling, and providing clear and accurate information on service, costs, and estimated arrival times. Awareness of AAA programs, products, or discounts that may enhance the Member experience is also required.

Requirements

Must live within Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, or West Virginia
A quiet, private work space free from distraction or interruption
Stable, high-speed, hard-wired internet connection via Ethernet cable required throughout employment. Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is not authorized and is prohibited
Successful completion of three week virtual training class
Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather
This position does not allow the flexibility to provide care to others in the household
Must be on camera for the entirety of training, any subsequent training sessions and/or meetings throughout employment

Nice To Haves

Previous Salesforce experience preferred but not required
One year customer service experience, call center/inbound call taking experience preferred
Familiarity with maps and map reading are preferred

Responsibilities

Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materials
Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations
Use of online mapping tools to determine Member breakdown location and establishing the tow to destination
Actively listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member, etc.) and make sound decisions concerning prioritization of service
Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as needed
Ensure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call

Benefits

Competitive Hourly Rate: The starting base compensation for this position is $10.05 to $19.25 hourly.
Paid Three Week Virtual Training
All required computer equipment will be provided to you by AAA Club Alliance
8% Shift Differential when working regular scheduled shift after 2:00pm EST
Health Insurance (Medical, Vision, Prescription Drug and Dental)
Flexible Spending Accounts
Wellness and Health Advocate Programs
401(k) with Employer Match
Free AAA Membership
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Continual learning reimbursement up to $5,250 per year