Call Center Representative - Roadside Assistance

Call Center Representative - Roadside Assistance

Business Unit
Emergency Road Service

Exemption Status
Non-Exempt

Management Level
Individual Contributor

Compensation Grade
ACE 04

Incentive Plan
Call Center Service

Incentive Target


Job Summary
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.



Job Duties

• 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• Notify supervision of any malfunctioning equipment, erroneous or outdated resource materials, unsafe work conditions or any other impediments to fulfilling the responsibilities of the position.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.
• 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.

Qualifications

• Associates
• less than 1 year Customer service. Preferred
• 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.
• 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

Scope

• 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.

Remarkable 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!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer