Key Facts

Remote From:

Full time

English

Hard Skills

Inbound Calls Telecare Call Center Experience Computer Mapping Membership Sales Information Policy Escalation Management Data Collection Shift Scheduling De-escalation Techniques

Other Skills

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Decision Making
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Communication
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Time Management
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Teamwork
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Customer Service
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Detail Oriented
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Empathy
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Problem Solving

Roles & Responsibilities

Live within AAA Northeast footprint (RI, MA, CT, NY, NJ, FL) for work-from-home eligibility
Available for 2nd shift (1:00pm - 12:00am) including at least one weekend shift
Must meet work-from-home requirements including high-speed internet
Experience in customer service or call center roles with ability to handle emotional callers

Requirements:

Take road service calls, calm angry or anxious members, and gather required information (membership number, name, telephone, e-mail, vehicle description and location) to provide timely service
Use department/program software to capture accurate information, prioritize calls for safety issues, and research membership status
Provide information to members on road service policies and procedures and deliver Five Diamond customer service to encourage member retention and new membership
Determine appropriate course of action for each call, consult with a supervisor for special circumstances, assist with membership verification and new member applications, and adhere to after-call work, talk time, and staffing standards

AAA Northeast

Consumer Services

About AAA Northeast

AAA Northeast is one of the largest and most innovative not-for-profit organizations, providing advocacy on behalf of all motorists, as well as a wide range of services including roadside assistance, insurance, loans, travel, discounts and rewards, and more. We are comprised of more than 70 locations in a six-state area and provide valuable roadside service to almost 6.2 million members. AAA Northeast employees help and serve as a way of life. Through a 100-year-plus legacy of service stewardship, our employees make valuable contributions to our workplace and the communities we serve. AAA Northeast proudly serves the following counties in Connecticut: Fairfield, Litchfield and New Haven, all of Massachusetts, in New Jersey: Essex, Morris, Passaic, and Union, in New York: Bronx, Chenango, Delaware, Dutchess, Herkimer, Kings, Nassau, New York, Orange, Otsego, Putnam, Queens, Richmond, Rockland, Schoharie, Suffolk, Sullivan, Ulster, Westchester and parts of Lewis, Madison and Oneida, in New Hampshire: Salem and all of Rhode Island. NMLS 179871 MORTGAGE BROKER ONLY, NOT A MORTGAGE LENDER OR CORRESPONDENT LENDER. "We arrange but do not make loans."

Industry: Consumer Services

Founded: 2018

Company size: 1001 - 5000

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Job description

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY, NJ & FL. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

2nd shift. Available shift times vary between 1:00pm - 12:00am. This job requires a commitment to work a schedule that will include at least one weekend shift.

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Receives incoming calls for roadside assistance on behalf of contracted automobile companies. Processes requests and gathers required information in order to provide timely service. Answers callers questions and provides detailed information on road service products and services; provides Five Diamond Customer service to encourage member retention, renewal and new membership sales.

What you will do:

Takes road service calls while dealing with member's emotional state (e.g., calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls including: verification of membership number, name, telephone number, e-mail, vehicle description and location, nature of vehicular problem. Utilizes department/program software to ensure we capture accurate information, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place. (i.e., asking probing questions and referring to maps or other materials.) Adheres to department standards for after call work, talk time, and staffed time.
Provides information to members on road service policies and procedures.
Determines appropriate course of action for each call received, consulting with a supervisor for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications.