Cor Scheduling Contact Center Advisor (Remote)

AAA Club Alliance is seeking a Contact Center COR Advisor to join our dynamic team! This position is responsible for delivering a comprehensive member experience by providing Club Owned Repair, Roadside Assistance and Membership services. The Associate will primarily schedule Club Owned Repair appointments, provide information related to Club Owned Repair services, pricing and vehicle status. In addition, the Advisor will handle inbound/outbound requests for Roadside Assistance and Membership Sales & Service.
**This is a work from home position; however, Candidates MUST live within one of the following states to be considered:
• Connecticut • Delaware • Indiana • Kansas • Kentucky • Maryland • New Jersey • Ohio • Oklahoma • Pennsylvania • South Dakota • Virginia • Washington, DC • West Virginia
Works Shift Available: 1st Shift (actual schedule TBD)
What we can offer you:

• A competitive base hourly rate of $16.00 - $19.00; dependent upon salary zone and experience; paid biweekly.
• Paid Training
• Computer equipment provided by AAA Club Alliance and shipped to your home.
• Nearly 4 weeks of Paid Time Off during the first year
• 401(k) plan with company match up to 7%,
• Medical, Dental, Prescription, and Vision Coverage
• Wellness and Health Advocate Programs
• Life Insurance, and Flexible Spending Accounts
• and Complimentary AAA Premiere Membership just to highlight a few of the offerings.

The primary duties of the Contact Center COR Advisor are to:

• Operate automatic call distribution software and PC running Windows-based and Internet applications.
• Answer inbound calls, emails and messages pertaining to car care appointments / scheduling, roadside assistance and membership services.
• Understand correlation of vehicle repair type versus time to complete repair in order to maximize store availability.
• Communicate with Club Owned Repair staff and escalates issues appropriately.
• Use sound judgement to provide coupons/discounts in order to successfully retain/negotiate scheduling of repair and successful completion of work.
• Demonstrate value of membership by communicating member benefits for Club Owned Repair services and actively sells memberships to non-member customers.
• Make outbound contacts through calls, emails and messages providing follow up on Club Owned Repair appointments/services. Follows up with previous customers to schedule/recover repairs.
• Respond to membership sales calls, including processing new member sales, associate add-on memberships, Plus, Plus RV and Premier upgrades, automatic renewals and transfers.
• Meet sales and revenue targets for membership sales, upgrades, renewals, cross sale opportunities such as insurance referrals and credit card opportunities as well as any other identified cross sale opportunity.
• Process credit card payments for all new memberships, renewals, upgrades associate member add-ons and other transaction types.
• Accurately enter information, comments and complaints regarding Members' Roadside Assistance needs, including any special service considerations, in the Roadside Assistance application. Forward complaint information to Member Relations for follow-up.
• Assist Members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information during non-office hours.
• Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival. Make decisions regarding policy exceptions.
• Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Member's individual situation.
• Other duties as assigned.

Minimum Qualifications:

• High school degree or equivalent.
• 2+ years of previous sales and/or customer service experience.
• Experience with vehicle repair preferred.
• Proven track record of exceptional performance and reliability.
• Auto club license needed for states that require for sale membership sales.
• Demonstrate a high level of engagement through a pleasant tone to provide an exceptional positive customer experience.
• Ability to provide high quality customer service and sales.
• Proficiency in written and verbal communication.
• Proficiency in navigating proprietary PC applications.
• Maintain exceptional attendance and punctuality.
• Effective analytical and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interactions (inbound, outbound and written) with others.
• Ability to work independently maintaining accurate and timely follow up.
• Demonstrate Shared Values.
• Speak and write English fluently.
• Ability to quickly handle changing priorities in a high-volume Contact Center environment.

#LI-Remote #USA
AAA Club Alliance (ACA) is an affirmative action - equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:
At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category:
Customer Service