Call Center Representative - 2nd shift; remote

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY, & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Work Schedule : 2nd shift. Schedules range between 1:00pm-1:30am. This job requires a commitment to work a schedule that will include at least one weekend shift. The training schedule for the first 4 weeks is Monday – Friday 8:30am-5:00pm.

Receives incoming calls from prospective and current members requesting road service; processes requests and gathers required information in order to provide timely service; answers members' questions and provides detailed information regarding AAA road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.

• For bilingual roles, all responsibilities must be able to be completed in both English and target language. Takes road service calls while being mindful of members emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem.
  
  Utilizes department software, such as Sales Force, D3, Memberz Plus, etc. to ensure efficient dispatch, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., asking probing questions and referring to maps or other materials.). Adheres to department standards for after call work, talk time, and staffed time.

What You Will Need

• High School Diploma or GED Required
• 1-3 years Customer Service experience Required or
• 1+ years Call Center experience Preferred
• If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy Required

Career Growth:
With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy:
With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused:
With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.

• Award-Winning:
  We've been named as a Top Employer for the last 7 years
• Health Coverage:
  Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time off: 3 weeks' vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks:
  Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
• Compensation:
  Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.

At AAA Northeast, how…