The day to day:

• Properly answer and accurately receive, record and respond to members’ requests from incoming telephone calls regarding Roadside Assistance and other related areas, while demonstrating a pleasant and professional telephone manner. Assist Members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information as part of a 24 hours, 7 days a week, 365 days a year operation.

• Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources. Listen and probe for additional information as necessary. Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member). Identify situations that require special handling and coordinate with the Trusted Friend Help Desk and the Dispatch unit. Forward complaint information to Member Relations for follow-up.

• Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival. Suggest opportunities that will enhance a Member's experience; promote related programs as required by the Member’s individual situation.

What you can provide AAA:

• High School Diploma or equivalent

• Two (2) to five (5) years of customer service experience

• Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others. Ability to cope in a professional manner with a fast work pace and time pressure. Ability to remain organized and in control under challenging conditions.

• Working knowledge of personal computer, internet and competent keyboarding skills to accurately and efficiently complete daily work assignments.

• Ability to read a map and provide clear directions.

• Ability to work weekends, overtime and/or holidays as necessitated by business and/or weather conditions.
  

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AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

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