Contact Center (Customer Service) Representative

About the position This role is dedicated to ensuring AAA members receive a totally satisfied member experience pertaining to all aspects of their emergency roadside needs. This role interacts with members through inbound and/or outbound contact center responsibilities, ensuring excellent customer experience and driving sales growth. The ideal candidate has the ability to show empathy while being patient, detail oriented while providing service to our members. 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. Requirements • REMOTE -INDIANAPOLIS: Must reside in Indiana and must be within driving distance from our office at 4031 Industrial Blvd, Indianapolis, IN 46254, as you will be required to attend training and occasional meetings in the office. • Available Shifts: Sunday-Thursday 2pm-10:30pm Sunday-Thursday 2:30pm-11pm Tuesday-Saturday 2:30pm-11pm Tuesday-Saturday 11pm-7:30am Tuesday-Saturday 1:30pm-10pm • High school diploma or GED required. • Accuracy - Ability to perform work accurately and thoroughly. • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. • Adaptability- Ability to thrive in a fast-paced environment and adjust to changing priorities. • Communication, Oral - Ability to communicate effectively with others using the spoken word. • Communication, Written - Ability to communicate in writing clearly and concisely. • Customer Oriented - Ability to take care of the customers’ needs while following company procedures. • Detail Oriented - Ability to pay attention to the minute details of a project or task. • Empathy- Demonstrated ability to understand and relate to customer concerns. • Goal Oriented – Ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals. • Interpersonal Skills – Ability to maintain confidentiality. Ability to remain open to others’ ideas and exhibit willingness to try new things. • Motivated- Self driven with a passion for achieving targets and enhancing customer experience. • Organized - Possessing the trait of being organized or following a systematic method of performing a task. • Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully. • Reliability - Ability of the individual to be dependable and trustworthy. • Working Under Pressure - Ability to complete assigned tasks under stressful situations. • Must reside in Indiana and must be within driving distance from our office at 8751 Wesleyan Rd, Indianapolis, as you will be required to attend training and occasional meetings in the office. Nice-to-haves • 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 & Life Insurance. • Service Anniversary Recognition. • Free AAA Plus Membership. • Generous 401k w/ company match. • Company provided HSA dollars. Apply tot his job Apply To this Job