[Remote] Bi-Lingual - (Spanish/English) Full Time Remote Customer Service Rep - Emergency Roadside Service

Note: The job is a remote job and is open to candidates in USA. AAA The Auto Club Group is seeking a Bi-Lingual Customer Service Representative for their Emergency Roadside Service team. The role involves responding to member requests for emergency road service, providing information, and ensuring customer satisfaction during stressful situations.ResponsibilitiesResponds to member/customer requests for emergency road service in a call center environmentObtains information regarding type of service required (e.g. vehicle location, type of problem, etc.)Provides basic information regarding Emergency Road Service benefits in accordance with Customer Interaction ModelPerforms geographical location spotting to determine potential service providersCommunicates with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtains estimated time of arrivalEnters data into D2000 database and documents all relevant detailsNotifies member of estimated time of arrival and name of contractorMay communicate with contractor if service not provided within specified time period and update member on status as necessaryRecognize, promote and process membership sales opportunitiesVerifies completed status of call and closes out on systemProviding superior customer service during every member interactionResponding to a high volume of emergency road service requests in a call center environmentResponding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the roadAnalyzing member accounts to determine additional products and services that benefit the memberExceeding performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashionSkillsHigh school diploma or equivalentMust qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products6 months of Customer Service ExperienceProviding customers service in a professional manner and de-escalating situationsAccurately inputting information into various fields using a PC keyboardNavigating through a PC and/or automated processing systemReading and comprehending various Customer Care service tools (manuals, work models, etc.)Performing mathematical calculations including adding, subtracting, percentages, etcTelephone etiquetteBasic Computer skillsAbility to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, Email, company applications and moreAbility to toggle back and forth between applicationsNorth American geographical relationshipsRoad condition reporting terminologyStrong communication skills demonstrated through the effective use of the Customer Interaction ModelStrong interpersonal skillsStrong written communications skills needed to respond in a professional manner to member/customer inquiriesEffective listening skillsAccurately enter information on a personal computerIdentify and resolve customer service issues/requests or transfer to appropriate customer advocateRepresent the Customer Care Department in a professional and positive mannerMaintain accurate recordsUnderstand, read and reconcile payment historyRead maps and use travel related tools (i.e., directional cues)College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification coursesExperience in Call center environment - minimum 6 monthsRemote workCustomer service environmentPromoting ACG products and servicesIdentifying and responding to customer needs through cross-selling and up-selling productsBenefits401k MatchMedicalDentalVisionPTOPaid HolidaysTuition ReimbursementCorporate Incentive ProgramComplimentary AAA membershipEmployee Referral BonusEmployee recognition programCompany OverviewAAA - The Auto Club Group (ACG) is the second largest AAA club in North America, serving more than 13+ million members across 14 U.S. It was founded in 1901, and is headquartered in Dearborn, MI, US, with a workforce of 5001-10000 employees. Its website is http://aaa.com.



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