Customer Support Specialist

2 weeks ago

Portland, Maine, United States American Automobile Association Full time

Position: Emergency Assistance Call Agent

As an Emergency Assistance Call Agent at the American Automobile Association, you will serve as the initial contact for our esteemed members encountering challenges on the road. In a dynamic 24/7 environment, you will have the fulfilling opportunity to provide an exceptional member experience by ensuring that members feel acknowledged, understood, and receive the prompt attention they require.

  • Compensation starting at $18.85 per hour (with an additional weekend shift differential of 10%, totaling $20.74 per hour)
  • Full-time positions available for Afternoon/Evening shifts, including weekends and select holidays
  • Opportunities for career growth and advancement
Key Responsibilities:
  • Handle incoming calls from members in need of emergency roadside assistance, including services such as towing, locksmithing, fuel delivery, battery replacement, and minor mechanical repairs.
  • Assess the nature of the member's situation, ensuring their immediate safety, while accurately documenting the details.
  • Maintain a calm and empathetic demeanor, particularly during high-pressure calls.
  • Communicate essential information to both internal and external teams to facilitate the dispatch process.
  • Collaborate effectively with colleagues to ensure the seamless operation of our Emergency Roadside Service.
  • Excel in a structured environment where performance metrics are established and monitored, enhancing member satisfaction.
Remote Work Requirements:
  • A dedicated, quiet workspace free from interruptions.
  • Direct connection to ISP via Ethernet is required (No DSL, Satellite, Hot Spots, etc.). The modem/router must be in the same room as the computer equipment, with a minimum of 25 mbps download and 5 mbps upload speeds. A company-provided computer and partial internet reimbursement will be offered to assist with connectivity costs.
  • Proven ability to maintain productivity and confidentiality in a remote work setting.
  • Regular participation in virtual team meetings and training sessions.
  • Availability during standard business hours with flexibility for potential shift changes.
Qualifications:
  • Previous experience in customer service; call center experience is preferred. Bilingual abilities, particularly in Spanish, are advantageous.
  • Capability to deliver outstanding customer service and thrive in a high-volume call environment.
  • Strong verbal and written communication skills.
  • Empathy and a genuine desire to assist individuals in distress.
  • Advanced computer skills and the ability to multitask, including talking and typing simultaneously while navigating various systems and screens.
  • Solid understanding of maps, GPS technology, and traffic safety regulations.
  • Familiarity with Microsoft Teams and Outlook.
  • High School diploma, GED, or equivalent qualification.
Exceptional Benefits:

• Comprehensive health coverage including medical, dental, and vision

• 401(K) savings plan with company match and pension

• Tuition assistance programs

• Paid time off for community volunteer initiatives

• Wellness programs

• Employee discounts on memberships, insurance, travel, entertainment, and various services

The American Automobile Association is the largest federation of AAA clubs in the United States, employing 14,000 individuals across 21 states and serving 17 million members. Our strength lies in our workforce. By embracing and supporting diverse cultures, backgrounds, and strengths, we create a team capable of delivering legendary service to our members.

"Through dedicated employees, we proudly deliver legendary service and valuable products that provide members with peace of mind and value."

AAA is an Equal Opportunity Employer.

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