About Us
At AAA The Auto Club Group, we're more than just a roadside assistance provider – we're a team of passionate individuals dedicated to driving your career forward. With a rich history spanning over a century, we've grown to become one of the largest and most respected membership-based organizations in North America. Our commitment to innovation, customer satisfaction, and employee growth has earned us a reputation as a leader in the industry.
Job Summary
We're seeking an experienced and customer-focused Full Stack Customer Service Representative to join our team in a remote capacity. As a key member of our Emergency Roadside Service team, you'll be responsible for providing exceptional customer service to our members during stressful situations. If you're passionate about delivering top-notch service, resolving complex issues, and making a real difference in people's lives, we want to hear from you!
Primary Duties and Responsibilities
As a Full Stack Customer Service Representative, you'll be responsible for:
- Responding to member/customer requests for emergency road service in a call center environment, providing basic information regarding Emergency Road Service benefits in accordance with our Customer Interaction Model.
- Obtaining information regarding type of service required (e.g., vehicle location, type of problem, etc.) and performing geographical location spotting to determine potential service providers.
- Communicating with contractors to provide information regarding member location, vehicle, type of problem, etc., and obtaining estimated time of arrival.
- Entering data into our D2000 database and documenting all relevant details.
- Notifying members of estimated time of arrival and name of contractor, and communicating with contractors if service is not provided within specified time periods.
- Recognizing, promoting, and processing membership sales opportunities.
- Verifying completed status of calls and closing out on our system.
Key Performance Indicators
To excel in this role, you'll need to:
- Provide superior customer service during every member interaction.
- Respond to a high volume of emergency road service requests in a call center environment.
- Respond to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road.
- Analyze member accounts to determine additional products and services that benefit the member.
- Exceed performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion.
What We Offer
As a valued member of our team, you'll enjoy:
- A competitive hourly rate of $19.00 per hour, with shift premium for evening periods and weekends.
- Performance-based incentives and a $250 Perfect Attendance bonus after 90 days of incident-free attendance.
- A comprehensive benefits package, including 401(k) match, medical, dental, vision, PTO, paid holidays, tuition reimbursement, and more.
- Opportunities for career growth and professional development, including training and mentorship programs.
- A dynamic and inclusive work environment that values diversity, equity, and inclusion.
- A chance to make a real difference in people's lives and be part of a team that's passionate about delivering exceptional customer service.
Requirements
To be considered for this role, you'll need:
- A high school diploma or equivalent.
- 6 months of customer service experience, with a proven track record of providing exceptional service in a professional manner.
- Basic computer skills, including the ability to navigate multiple applications and enter information accurately.
- Strong communication and interpersonal skills, with the ability to work effectively in a team environment.
- Ability to work irregular hours, including evenings, weekends, and holidays.
- A reliable computer and internet connection, as well as a personal cell phone or home phone.
Preferred Qualifications
While not required, we prefer candidates with:
- College-level coursework in business, marketing, geography, or a related field.
- Experience in a call center environment, remote work, or customer service environment.
- Knowledge of road condition reporting terminology and North American geographical relationships.
- Fluency in Spanish and English, with a subsidy available for bilingual skills.
Work Environment
As a remote employee, you'll work from the comfort of your own home, with the flexibility to create your own schedule. However, you'll still be required to adhere to our core hours and be available to work irregular shifts, including evenings, weekends, and holidays.
Why Join Us?
At AAA The Auto Club Group, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe that our differences make us stronger, and we're passionate about fostering a culture that values equity, empathy, and understanding. If you're looking for a career that's more than just a job, join us and discover the difference you can make!
How to Apply
If you're ready to take your career to the next level and join a team that's passionate about delivering exceptional customer service, apply now! Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
Apply Now