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About the role
Key responsibilities & impact- Take inbound phone calls for emergency roadside service
- Ensure members are in a safe location and determine their overall needs
- Assist members with flat tires, fuel deliveries, mechanical breakdowns, and tow requests
- Provide superior customer service during every member interaction
- Respond to a high volume of emergency road service requests in a call center environment
- Gather information and provide solutions to get members back on the road
- Review and analyze member accounts to identify products and services that benefit members
- Help members take full advantage of memberships, benefits, and available discounts
- Exceed performance metrics by following the detailed call intake process and efficiently handling calls
- Maintain accurate records and represent the Customer Care Department professionally
- Work full-time remotely, with temporary reporting to a designated ACG facility if connectivity or service-level issues occur and the employee lives within 50 miles of an office
Requirements
What you’ll need- High school diploma or equivalent
- Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products
- 6 months of customer service experience
- Experience providing customer service professionally and de-escalating situations
- Ability to accurately input information using a PC keyboard
- Ability to navigate a PC and/or automated processing system
- Ability to read and comprehend Customer Care service tools
- Ability to perform mathematical calculations including adding, subtracting, and percentages
- Telephone etiquette
- Basic computer skills
- Ability to operate and navigate a laptop or PC while using multiple applications, including the Internet, Google Maps, email, and company applications
- Knowledge of North American geographical relationships
- Knowledge of road condition reporting terminology
- Strong communication, interpersonal, written communication, and listening skills
- Ability to accurately enter information on a personal computer
- Ability to identify and resolve customer service issues or transfer them appropriately
- Ability to maintain accurate records
- Ability to understand, read, and reconcile payment history
- Ability to read maps and use travel-related tools
- Preferred: college-level coursework in Business, Marketing, Geography, or a related field and/or applicable professional/technical certification courses
- Preferred experience in a call center environment, remote work, customer service environment, promoting ACG products and services, and cross-selling/up-selling products
- Ability to work irregular hours, various shifts, weekends, and/or holidays
- Must consent to a background and drug screen if offered employment
- Regular and reliable attendance is essential
Benefits
Comp & perks- Shift premiums for evening periods and weekends
- Medical plans with multiple coverage options, including HSA eligibility
- Prescription drug coverage
- Dental and vision benefits
- Employee Assistance Program
- 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 with company match and additional company contribution
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
- Paid Time Off (PTO)
- 10 company-paid holidays annually for full-time employees
- 1 mental health day, 2 floating holidays, and 1 volunteer day for full-time employees
- 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
- Voluntary overtime opportunities