Call Center Representative - 2nd shift (remote)

About the position The Call Center Representative receives calls from prospective and current members requesting road service, processes service requests, gathers required information, and provides timely assistance. The role answers questions about AAA road service products and services and delivers Five Diamond Customer service to support member retention, renewal, and membership sales. This is a remote position for applicants living within the AAA Northeast footprint: Rhode Island, Massachusetts, Connecticut, New York, or New Jersey. Work-from-home requirements include high-speed internet that meets AAA's minimum speed requirements. The second-shift schedule falls between 1:00 p.m. and 1:30 a.m. and includes at least one weekend shift. The first four weeks of training are Monday through Friday, 8:30 a.m. to 5:00 p.m. Bilingual-role responsibilities must be performed in both English and the target language.

Responsibilities

• Handle road service calls while considering members’ emotional and physical well-being, including their safety and need for reassurance.
• Gather and verify information for road service calls, including membership number, name, phone number, email, vehicle description and location, and the nature of the vehicle problem.
• Use department software, including tools such as Sales Force, D3, and MemberzPlus, to support dispatch, prioritize safety-related calls, and research membership status.
• Help members determine the exact location of a disabled vehicle or an appropriate meeting place by asking probing questions and referring to maps or other materials.
• Meet department standards for after-call work, talk time, and staffed time.
• Explain road service policies and procedures, membership benefits, and costs associated with services.
• Sell memberships and, when appropriate, advise members about other AAA products and services, such as mobile battery replacement, Premier and PLUS Memberships, car rentals, and hotel reservations.
• Determine the appropriate action for each call, consult supervisors about special circumstances, attempt to accommodate members in borderline situations, and refer non-AAANE Club members to the appropriate Club.
• Track estimated arrival times and act to resolve long-standing service calls, serving as an interface between Dispatch and members.
• Respond to a wide range of member inquiries, including those unrelated to Emergency Road Service, and refer members to other departments as needed.

Requirements

• High school diploma or GED.
• 1–3 years of customer service experience, or 1+ years of call center experience preferred.
• For bilingual roles, satisfactorily pass a pre-hire translation assessment from English to the target language and from the target language to English.
• For remote work, live within the AAA Northeast footprint: RI, MA, CT, NY, or NJ.
• Meet the work-from-home requirements, including high-speed internet access that meets minimum speed requirements.
• Commit to a second-shift schedule that includes at least one weekend shift.

Nice-to-haves

• At least 1 year of call center experience.
• Bilingual ability for roles designated as bilingual.

Benefits

• Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• 6% company match on 401(k) contributions, fully vested and contributed every pay period.
• Three weeks of vacation, 12 holidays, and 8 sick days.
• 48 hours of volunteer time annually.
• Free AAA membership.
• Insurance discounts.
• Travel commission refund.
• Up to \$625 in wellness incentives.
• Up to \$6,000 in tuition reimbursement.
• Annual bonus opportunities and, for certain roles, additional monthly and/or quarterly incentive compensation.

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