Call Center Representative (remote) Job at AAA Northeast
Overview:
Eligible applicants must live within a commutable distance to Providence, RI to be considered for work from home opportunities. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
The primary responsibility of this role requires you to interface with Lexus owners regarding technical inquiries and/or complaints to positively impact owner satisfaction and retention. This position provides an excellent overall training program for representatives with particular emphasis in the areas of product knowledge, guest expectations, and overall Lexus culture. The person in this role will also support in-vehicle technology, as it relates to assisting guests with registration, phone paring and navigation. Reporting to the Supervisor, the person in this role will support the department’s objective to provide world-class customer service to Lexus owners and build loyalty.
Responsibilities:
Research unique guest requests using internal and online resources and identify opportunities to improve customer satisfaction.
Partners on joint efforts of cross-function teamwork to assist where Guest Needs are on a regular basis; including but not limited to assisting in general Lexus customer service calls and contributes to onboarding success of new hires via real-time support.
Other duties may be assigned.
Qualifications:
Education/Licenses/Certifications:
High School or GED required
Associates degree preferred
Bachelors degree preferred
Vocational/Technical Education preferred
Experience:
1+ years Automotive and technical experience
1+ years Providing excellent guest experience
Skills & Abilities:
Think, Act & Be Safe.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person. Including the ability to talk and type while actively listening to the guest.
Ability to work a variable schedule within the hours 8am-8pm ET, schedules are set every 8-12 weeks. Attendance and punctuality are essential for this position.
Ability to problem solve independently to find the right solution for the guest.
Ability to maintain confidentiality.
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to operate a computer with relevant software applications including a proficiency in Microsoft Office (Excel, PowerPoint, Word).
Fluency in a second language, usually Spanish, is preferred. Those with this ability, duties may extend to interpreting, translating and re-communicating both verbal and written messages from one language into another.
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
Eligible applicants must live within a commutable distance to Providence, RI to be considered for work from home opportunities. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
The primary responsibility of this role requires you to interface with Lexus owners regarding technical inquiries and/or complaints to positively impact owner satisfaction and retention. This position provides an excellent overall training program for representatives with particular emphasis in the areas of product knowledge, guest expectations, and overall Lexus culture. The person in this role will also support in-vehicle technology, as it relates to assisting guests with registration, phone paring and navigation. Reporting to the Supervisor, the person in this role will support the department’s objective to provide world-class customer service to Lexus owners and build loyalty.
Takes ownership and responds to incoming calls from Lexus owners regarding technical inquiries and/or complaints (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products). Provides support and education to guests regarding in-cabin technology, recalls and product offerings following pre-determined scripts and other response guidance tools. Accurately documents all guest contacts in the designated CRM tool.
Research unique guest requests using internal and online resources and identify opportunities to improve customer satisfaction.
Partners on joint efforts of cross-function teamwork to assist where Guest Needs are on a regular basis; including but not limited to assisting in general Lexus customer service calls and contributes to onboarding success of new hires via real-time support.
Other duties may be assigned.
Salary Range: $17.50/hr to $18/hr
Qualifications:
Education/Licenses/Certifications:
High School or GED required
Associates degree preferred
Bachelors degree preferred
Vocational/Technical Education preferred
Experience:
1+ years Automotive and technical experience
1+ years Providing excellent guest experience
Skills & Abilities:
Think, Act & Be Safe.
Encourage, build, and maintain mutual trust, respect, and cooperation with others.
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person. Including the ability to talk and type while actively listening to the guest.
Ability to work a variable schedule within the hours 8am-8pm ET, schedules are set every 8-12 weeks. Attendance and punctuality are essential for this position.
Ability to problem solve independently to find the right solution for the guest.
Ability to maintain confidentiality.
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to operate a computer with relevant software applications including a proficiency in Microsoft Office (Excel, PowerPoint, Word).
Fluency in a second language, usually Spanish, is preferred. Those with this ability, duties may extend to interpreting, translating and re-communicating both verbal and written messages from one language into another.
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
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