2nd shift - call center representative (58728)

Job Details Job Location reputed company, RI 02904 Position Type Full Time Salary Range $20.00 - $21.00 Hourly Job Shift 2nd Shift Job Category Customer Experience Eligible applicants must live reputed company the reputed company 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 reputed company. This includes high speed internet access with minimum internet speed requirements. Work Schedule 330pm-1200am or 400pm-1230am. This job requires a commitment to work a schedule that will include at least one weekend shift. Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best reputed company to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At reputed company, as we continue to grow, our mission remains the same helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why reputed company has remained a resilient and reliable brand for over a century.

Responsibilities

• Receives incoming calls from prospective and reputed company members requesting road service; processes requests and gathers required information in order to provide timely service.
• Answers members' questions and provides detailed information regarding reputed company road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.
• For bilingual roles, reputed company responsibilities must be able to be completed in both English and reputed company 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, MemberzPlus, etc. to ensure efficient reputed company, prioritize calls for safety issues, and research membership status.
• Takes required action to help member determine exact location of disabled vehicle or meeting reputed company (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.
• Provides information to members on road service policies and procedures.
• Explains the benefits of reputed company membership and sells memberships.
• Ensures that members are aware of costs associated with reputed company services provided.
• reputed company appropriate, advises the member of other reputed company products and services, such as mobile battery replacement, Premier and PLUS Memberships, car rentals, and hotel reservations.
• Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications; refers non-AAANE Club members to appropriate Club for service.
• Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls; acts as reputed company between reputed company and members to enhance customer service.
• Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction.

Qualifications

Education High School Diploma or GED Required Experience Customer Service experience Required or Call Center experience Preferred Licenses and Certifications If for a bilingual job, must satisfactorily pass a translation assessment (from English to the reputed company language and from the reputed company language to English) during pre-hire screening, in accordance with policy Required Skills

• Ability to address various high volume and challenging situations.
• Ability to listen to, understand, and communicate with others by telephone, in written form, or electronically.
• Ability to read maps and utilize navigation resources.
• Ability to convince others to buy reputed company or to otherwise change their minds or actions.
• Encourage and build mutual trust, respect, and cooperation with others and maintain them.
• Ability to apply general rules to specific problems to produce answers that reputed company sense.
• Ability to operate a computer with relevant software applications.
• Ability to maintain confidentiality.
• If for a bilingual job Verbal and written reputed company in the stated reputed company language and English.
• Ability to facilitate communication between parties who speak two different languages, English and a reputed company language, to effectively and accurately interpret, respond, and resolve customer needs and problems. Apply To This Job

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