Emergency Roadside Telephone Responder (PT & FT REMOTE)

Are you a warm and compassionate person? Do you like working in a fast-paced environment? Do you have the skills required to help our Members who need roadside assistance during what could be a stressful situation? Then AAA Club Alliance has the positon for you! We are hiring Full-Time & Part-Time Emergency Roadside Telephone Responders for the busy summer! This is a work from home customer service position.
Virtual training class starts on June 5th – 3 Weeks, Monday through Friday from 9:00am – 4:30pm (paid training). Successful completion of training required.
Schedules After Training – Full-Time 37.5 hours/5 days per week, 3pm-11pm; 4pm-12am; or 5pm-1am (1 Weekend Day is required per week)
Part-Time 24 hours/4 days per week, 3pm-9pm; 4pm-10pm or 5pm-11pm (1 Weekend Day is required per week)

In order to be considered for this role you must live within our territory
Day to Day Responsibilities:
Properly answer and accurately respond to a high volume incoming calls (Averaging 40-60 calls per day) from Members in need of Roadside Assistance.
Deliver extraordinary customer service to AAA Members in need of Roadside Assistance using sound business judgement, acting with empathy and ensuring questions are answered accurately by using department Knowledge Base programs and reference materials.
Accurately enter information like location details, vehicle make and model and description of the Members’ Roadside Assistance needs including any special considerations.
Use online mapping and search resources to assist Members in determining their breakdown location and establishing their tow destination.
Listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member etc.) and make sound decisions concerning prioritization of service.
Provide clear and accurate details related to pending service, the potential cost of service and estimated time of arrival and provide any instructions to the Member as needed.
Ensure awareness of any AAA programs, products or discounts that may enhance the Members’ experience based on the specific circumstances of the call.
Total Rewards Package includes:
$15.00 competitive base pay hourly

8% shift differential for hours after 3pm

401(k) plan with company match

Wellness and Health Advocate Programs

Accurred Paid Time Off Yearly

Rewards and incentives for performance

Tuition Reimbursement Yearly

Paid time off to volunteer

Travel discounts
Free AAA Membership

Paid Training programs including classroom and on-the-job training

Requirements to work from home:

You must have a quiet, private work area free of interruption.
Access to a stable, secure, high speed, and hard-wired internet connection via Ethernet cable is required throughout employment. Contact Center Associates are not authorized to utilize wireless, DSL, Hot Spots, satellite or shared/public internet connections as a means of internet connection.
This position does not allow flexibility to care for others during work hours.
All assigned duties, including training, must be performed at your home address on the computer equipment provided. No cellphone or tablet devices during training.
Qualifications and Experience:
High School Diploma or equivalent
2 to 5 years of customer service experience or call center experience preferred.
Preferred experience in a performance-based or metric driven environment.
Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.
Ability to cope in a professional manner with a fast work pace and time pressure.
Ability to remain organized and in control under challenging conditions.
Working knowledge of personal computer, internet and competent keyboarding skills to accurately and efficiently complete daily work assignments.
Ability to read a map and provide clear directions.
Ability to work weekends, overtime and/or holidays as necessitated by business and/or weather conditions.