Position Description
Position Title: Customer Service Representative, Road Service Call Center
Department: Road Service Operations
Location: Reading, PA
Reports To: Vice President, Automotive Service
PURPOSE:
Provide courteous and professional assistance in responding to members requesting Roadside Assistance and/or more information about other AAA products & services within a 24/7 call center.
This position is considered Emergency Personnel.
ESSENTIAL FUNCTIONS:
Operate a PC running Windows-based applications, to accurately receive record and respond to members’ requests. Ability to utilize manual (paper) or PC based maps as needed to assist members.
Needs to be able to report to work during and after weather emergencies, holidays
(as assigned) and for required overtime as dictated by weather conditions.
DUTIES/RESPONSIBILITIES/SCOPE:
Level I
- Properly answers and accurately processes incoming telephone calls regarding Roadside Assistance and other related areas, while demonstrating a pleasant and professional telephone manner. Takes action, as necessary, to respond to a member's emotional state (e.g., calming down someone who is angry, providing reassurance to someone who is fearful), in addition to performing the technical aspects of the situation (e.g., gathering, accurate detailed information.).
- Utilizing AXIS, a Windows based PC application, enters accurate information and comments regarding a member's Roadside Assistance needs -including any special service considerations.
- Delivers extraordinary customer service to AAA members by accurately answering questions and interpreting club policy. Provides members with all necessary instructions to ensure a complete understanding of the services that will be rendered. Gives an accurate Estimated Time of Arrival.
- Listens for, and probes for more information when necessary, and makes sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to member).
- Recognizes and suggests cross-selling opportunities that will enhance Member's experience; promotes AAA automotive related programs such as Battery Assist and AAR, as required by a member’s individual situation.
- Using sound business judgment; makes decisions regarding policy exceptions (e.g., member not with vehicle, use of agent). Applies the department policies while making decisions. Looks for ways to accommodate members in "borderline" situations.
- Discusses Roadside Assistance complaints with members, and records complaint. Forwards the complaint information to the Manager of Road Service Operations for follow-up.
- Has a clear understanding of our service territory; able to provide verbal directions.
- Able to locate and use department references and resources to better service the Member.
- Copes well with complexity, a very fast pace, and time pressure; keeps things (and self) organized and in control under challenging conditions.
- Performs miscellaneous job related duties, as assigned, across all areas of AAA Reading-Berks.
Level II
All the responsibilities of Level I in addition to the following:
- Proficient in handling Member ETA calls as demonstrated by the ability to determine the correct information and communicate that information professionally and empathetically to the member.
- Able to fill-in for Manager/Supervisors, managing the floor and Call Management System, during emergency situations.
- Identifies and recommends procedures to improve department efficiency.
- Provides individual guidance to new associates; acts in the capacity of a Peer Mentor.
- Serves as a resource to other Telephone Associates.
- Can answer members’ inquiries about Battery Service and other Automotive products/services.
- Ability to recognize high priority/safety issues and effectively resolve
- Takes action to resolve, if possible, Roadside Assistance complaints with members when the member initially calls.
- Assists 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-branch hours.
- Demonstrates creative problem solving skills and identifies alternatives; considers the likely impact of decisions before implementing them.
- Keeps current on new developments, products, services, policy changes, etc. and applies them correctly in performing tasks; maintains a high level of expertise in technical/functional areas.
- Handles credit card and member billing transaction via PC based Campana/AXIS application.
- Processes and responds to electronic communications with members, departments and vendors.
- Supports the AAA Discounts & Rewards program and other preferred vendors.
- Assists members with all other types of inquiries regarding AAA related products and services.
REQUIREMENTS:
Level I
- Ability to respond to customer inquiries and interact with others in a high-volume call center environment at a level normally acquired through the completion of a high school diploma.
- Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.
- Working knowledge of personal computer and competent keyboarding skills to accurately and efficiently complete daily work assignments.
- Ability to work overtime and/or holidays as necessitated by business and/or weather conditions.
Level II
All the requirements of Level I in addition to the following:
- Ability to respond to customer inquiries and assist with dispatching calls to contractors at a level normally acquired through one year of call center experience or equivalent related service.
- Demonstrate the ability to proficiently utilize the Campana/AXIS computer system and other Windows based applications.
- Consistently demonstrates strong interpersonal and customer service skills.
- Ability to make independent decisions regarding service to members within established guidelines.