[Remote] Remote Emergency Roadside Telephone Responder

Note: The job is a remote job and is open to candidates in USA. AAA Club Alliance is hiring for Full-Time Emergency Roadside Telephone Responders for their Virtual Call Center. The role involves answering high volume incoming calls from AAA Members in need of Roadside Assistance and providing exceptional customer service.ResponsibilitiesAnswer 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 materialsAccurately input Member location, vehicle make/model and description of the needs of the Member including any special considerationsUse of online mapping tools to determine Member breakdown location and establishing the tow to destinationActively 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 serviceProvide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as neededEnsure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the callSkillsCandidates 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 VirginiaA quiet, private work space free from distraction or interruptionStable, 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 prohibitedSuccessful completion of three week virtual training classAbility to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weatherThis position does not allow the flexibility to provide care to others in the householdHigh School Diploma or equivalentOne year customer service experienceEffective written and oral communication skillsAbility to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environmentProficient computer use, typing skills and attention to detailPrevious Salesforce experienceOne year call center/inbound call taking experienceFamiliarity with maps and map readingBenefitsPaid Three Week Virtual TrainingAll required computer equipment will be provided to you by AAA Club Alliance8% Shift Differential when working regular scheduled shift after 2:00pm ESTHealth Insurance (Medical, Vision, Prescription Drug and Dental)Flexible Spending AccountsWellness and Health Advocate Programs401(k) with Employer MatchFree AAA MembershipUp to 2 weeks Paid parental leave401k plan with company match up to 7%2+ weeks of PTO within your first yearPaid company holidaysCompany provided volunteer opportunities + 1 volunteer day per yearFree AAA MembershipContinual learning reimbursement up to $5,250 per yearCompany OverviewFor more than 100 years, we’ve been helping people get to where they’re going. It was founded in 1900, and is headquartered in Wilmington, Delaware, US, with a workforce of 1001-5000 employees. Its website is https://www.aaa.com/aaa/212/careers/index.html.



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