Emergency Roadside Telephone Responder (Full-Time, Remote)

AAA Mid-Atlantic Cincinnati , OH 45201

Posted 1 week ago

NEW YEAR, NEW CAREER!!! Enjoy the holidays and start a new career with AAA in 2023.

Are you a warm and compassionate person? Do you like working in a fast-paced environment? Do you have the skills required to help our Members who need roadside assistance during what could be a stressful situation? Then AAA Club Alliance has the positon for you! We are hiring Full-Time Emergency Roadside Telephone Responders for the busy winter! This is a work from home customer service position.

Virtual training class starts on January 9th, Monday through Friday from 9:00am

  • 4:30pm (paid training). Successful completion of training required.

Schedules After Training

  • Full-Time 37.5 hours/5 days per week, 10am-6pm; 11am-7pm or 12pm-8pm (1 Weekend Day is required per week)

In order to be considered for this role you must live within our territory

Day to Day Responsibilities:

  • Properly answer and accurately respond to a high volume incoming calls (Averaging 40-60 calls per day) from Members in need of Roadside Assistance.

  • Deliver extraordinary customer service to AAA Members in need of Roadside Assistance using sound business judgement, acting with empathy and ensuring questions are answered accurately by using department Knowledge Base programs and reference materials.

  • Accurately enter information like location details, vehicle make and model and description of the Members' Roadside Assistance needs including any special considerations.

  • Use online mapping and search resources to assist Members in determining their breakdown location and establishing their tow destination.

  • 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 details related to pending service, the potential cost of service and 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.

Total Rewards Package includes:

  • $15.00 competitive base pay hourly

  • Comprehensive health care plan

  • 401(k) plan with company match

  • Wellness and Health Advocate Programs

  • Accurred Paid Time Off Yearly

  • Rewards and incentives for performance

  • Tuition Reimbursement Yearly

  • Paid time off to volunteer

  • Travel discounts

  • Free AAA Membership

  • Paid Training programs including classroom and on-the-job training

Requirements to work from home:

  • You must have a quiet, private work area free of interruption.

  • Access to high speed internet connection is required. Internet Modem and Router should be near your workstation, as your computer must be hardwired to internet via Ethernet cable. Wireless, DSL, Hot Spots, satellite or shared internet connections (such as found in college dormitories or hotels) are not sufficient to support this position and are not permitted.

  • This position does not allow flexibility to care for others during work hours.

  • All assigned duties, including training, must be performed at your home address on the computer equipment provided. No cellphone or tablet devices during training.

Qualifications and Experience:

  • High School Diploma or equivalent

  • 2 to 5 years of customer service experience or call center experience preferred.

  • Preferred experience in a performance-based or metric driven environment.

  • Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.

  • Ability to cope in a professional manner with a fast work pace and time pressure.

Ability to remain organized and in control under challenging conditions.

  • Working knowledge of personal computer, internet and competent keyboarding skills to accurately and efficiently complete daily work assignments.

  • Ability to read a map and provide clear directions.

  • Ability to work weekends, overtime and/or holidays as necessitated by business and/or weather conditions.

#LI-Remote

#US

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


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Emergency Roadside Telephone Responder (Full-Time, Remote)

AAA Mid-Atlantic