Remote Emergency Roadside Telephone Responder (Ft & Pt Remote)

AAA is hiring for Full-Time & Part-Time Emergency Roadside Telephone Responders for our Virtual Call Center.
**This is a work from home customer service position**
**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
Benefits:

• Competitive Hourly Rate with Delaware and New Jersey residents starting at $16.50 per hour. All other candidates start at $15.00 per hour depending on experience and location
• Paid Three Week Virtual Training
• All required computer equipment will be provided to you by AAA Club Alliance
• Health Insurance (Medical, Vision, Prescription Drug and Dental)
• Flexible Spending Accounts
• Wellness and Health Advocate Programs
• 401(k) with Employer Match
• Free AAA Membership and more

Requirements:

• A quiet, private work space free from distraction or interruption
• Stable, high-speed, hard-wired internet connection via Ethernet cable required throughout employment. Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is not authorized and is prohibited
• Successful completion of three week virtual training class
• Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather
• This position does not allow the flexibility to provide care to others in the household

Qualifications & Experience:

• High School Diploma or equivalent
• One year customer service experience, call center/inbound call taking experience preferred
• Effective written and oral communication skills
• Ability to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environment
• Proficient computer use, typing skills and attention to detail
• Familiarity with maps and map reading are preferred

Daily Responsibilities:

• Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materials
• Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations
• Use of online mapping tools to determine Member breakdown location and establishing the tow to destination
• Actively 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 information on pending service, potential cost of service, 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

We are offering two paid virtual training classes during the month of February for you to choose from. Attendance and successful completion of training is required for one of the two class sessions. The dates of those classes are: February 12th, 2024 -OR- February 26th, 2024 and will last for three weeks. Hours of training are: Monday through Friday from 9:00am to 4:30pm
Both Full Time and Part Time schedules will be offered to you for selection prior to successful completion of training and are as follows:
Full Time: 12:00pm to 8:00pm, 1:00pm to 9:00pm or 2:00pm to 10:00pm
Part Time: 12:00pm to 6:00pm, 1:00pm to 7:00pm or 2:00pm to 8:00pm
Full Time employees work 37.5 hours, 5 days per week. One weekend day per week is required.
Part Time employees work 24 hours, 4 days per week. One weekend day per week is required.
AAA Club Alliance is committed to hiring and retaining a diverse and inclusive staff and is a drug-free workplace.
#Remote
#WorkFromHome
AAA Club Alliance (ACA) is an 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