Note: The job is a remote job and is open to candidates in USA. AAA Hoosier is one of North America's largest membership organizations, providing various services including roadside assistance and travel services. The Contact Center Representative role focuses on ensuring a satisfactory member experience by interacting with members through inbound and outbound calls to address their emergency roadside needs.
Responsibilities
- Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards
- Provide accurate information and solutions to enhance customer satisfaction and loyalty
- Identify and resolve customer complaints promptly and effectively, ensuring a positive experience
- Contact members/customers and follow scripts to discuss membership renewal/ salvage, sales opportunities, payments, and other purposes as determined by the management group
- Promote My Pit Crew (MPC) and Hoosier Motor Club (HMC) programs, sales, and benefits through knowledge of Hoosier Motor Club programs. Accept and process business transactions in a proficient manner
- Document all customer interactions in the appropriate system for record-keeping and follow-up purposes
- Maintain up-to-date knowledge of company products, services, and promotions to provide informed responses
- Conduct outbound calls to potential customers to generate leads and schedule appointments
- Present and promote products and services during inbound and outbound calls, achieving set sales targets
- Meet or exceed daily and monthly performance goals, including, but not limited to, call volume, conversion rates, and customer satisfaction scores
- Provides and maintains prompt professional service with members and associates to ensure that each member is totally satisfied
- Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner
- Perform other duties as requested by management
Skills
- Must reside in Indiana and must be within driving distance from our office at 4031 Industrial Blvd, Indianapolis, IN 46254
- Available Shifts: Sunday-Thursday 10:30am-7pm with Friday/Saturday off
- High school diploma or GED required
- Customer service role or experience in Contact Center and/or Outbound Contact Center is preferred
Benefits
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Health / Dental / Vision benefits.
- Corporate Incentive Plan (CIP)
- Paid Time Off.
- Paid Holidays.
- Company provided LTD & Basic Life Insurance.
- Service Anniversary Recognition.
- Free AAA Plus Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars.
Company Overview