Call Center Representative

AAA Hudson Valley provides towing, recovery, and battery service to members needing emergency roadside assistance. We provide our services in Albany, Rensselaer, Columbia, and Greene Counties of upstate New York. We are a 24/7 operation.

We are looking for Highly Skilled candidates with open availability, including weekends & holidays.

Candidates will have a sliding schedule. Meaning if you have Tuesday and Wednesday off this month, next month you will have Monday and Tuesday off. It slides backwards one day each month.

Full-time candidates needed to:

• Answer phones and dispatch roadside assistance calls to drivers and facilities
• Relay pertinent data to drivers (member situation, vehicle problem, location, etc.).
• Prioritize calls based on various criteria (safety, weather, traffic, etc.) and ensure police and other emergency calls are handled within established time frames.
• Make optimal use of available resources to ensure that calls are completed within an estimated time of arrival (ETA). Optimize to ensure member satisfaction.
• Monitor multiple computer screens to maintain continual awareness of the overall status of resource availability and current deployment and reallocate resources as needed to meet changing needs for service. Personally notify members when service will be delayed (or initiates action for another function to do so).
• Receive emergency road calls from members and enter calls in the system to initiate roadside assistance as needed
• Process membership renewals, changes, upgrades and apply payments as necessary over the phone with current and potential members

Requirements:

• High school diploma or equivalent
• Able to read a map
• Knowledge of Capital District and surrounding counties
• Previous dispatching experience is helpful
• Flexible to work shifts that include days, evenings, holidays, and weekends
• Ability to solve problems, multitask and identify alternative solutions
• Availability during weather-related events and on an as-needed basis
• Professional communication skills via telephone, in person, or email
• Patience and empathy for people in stressful situations
• Excellent phone manner and customer service skills
• Ability to handle fast-paced situations
• Good computer skills including email, data entry, and tablets
• Familiarity with Google Maps and other technical mapping sites
• Basic automotive knowledge including issues with batteries, tires, etc

Benefits offered:

Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k) plan w/ match
Vacation
Personal Time
Sick Time

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Morning shift
• Night shift

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: In person