This role is dedicated to ensuring AAA members are sent the necessary resources to be rescued from their roadside emergency in a timely manner. This position involves managing service requests, coordinating with service facilities, and maintaining communication with various stakeholders. The ideal candidate is adaptable, detail-oriented, a problem solver, and committed to providing exceptional customer service.
SCHEDULE: Tues-Sat 2:30pm-11:00pm
DUTIES AND RESPONSIBILITIES:
- Responds to telephone inquiries from members and the general public regarding all member related services, including ERS call receiving, membership records inquiries, and general AAA Minneapolis information.
- Makes frequent outbound calls to get status updates from drivers in the field or to provide members with a status update on their call
- Provides service following AAA Minneapolis guidelines that provides our members with a totally satisfied member experience.
- Promptly relays service requests and continuously monitors call activity with contract facilities (via telephone or instant message) to ensure delivery of timely and efficient emergency roadside service
- Ensures correct procedures (i.e. radio communications, re-routing calls, member communication, documentation, etc.) are followed
- Educate customers on same-day roadside service products outside of traditional membership benefits to meet a variety of needs.
- Communicates service delays or other issues involving service delivery with members in a professional and timely manner.
- Escalates challenges that cannot be independently resolved to a lead team member or Supervisor
- Consistently demonstrates reliability by maintaining regular attendance, adhering to scheduled shifts, promptly communicates any changes in availability, and completes assigned tasks in a timely, accurate, and professional manner
- Meets or exceeds individual business goals set forth by the business
- Performs departmental tasks and/or projects of a varying nature to meet changing workload requirements
SUPERVISORY RESPONSIBILITIES:
- This job has no supervisory responsibilities.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- High School diploma or equivalent
- Minimum one year of call center or customer service experience required (call center preferred)
- Previous Dispatch experience preferred
OTHER REQUIREMENTS
- Proficiency with Microsoft Suite, including Microsoft Outlook and Teams
- Strong verbal and written communication skills
- Ability to identify and resolve problems in a timely manner.
- Proficient in use of internet and web-based technologies
- Ability to navigate multiple applications while speaking with customers
COMPETENCIES:
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Heavy use of an office computer for completing work.
- Use of web based 2-way radio, telephone, and instant message for communicating with contract facilities, members, and internal business partners
- May occasionally be required to stand
- While performing the duties of this job, the noise level in the work environment is usually moderate.
- The employee must occasionally lift and/or move more than 5 pounds.
- Must meet the work from home requirements and may be required to work onsite on occasion.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.