Contact Center (Customer Service) Representative

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 9:30am- 6pm with Friday and Saturday off

Sunday - Thursday 11:00pm - 7:30am with Friday and Saturday off

ABOUT AAA HOOSIER MOTOR CLUB:
Since its creation in 1902, AAA has become one of North America's largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit AAA.com.

Here's What is in it for YOU:

• 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.

Position Summary:
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.

Duties and Responsibilities:

1. Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards.
2. Provide accurate information and solutions to enhance customer satisfaction and loyalty.
3. Identify and resolve customer complaints promptly and effectively, ensuring a positive experience.
4. Contact members/customers and follow scripts to discuss membership renewal/ salvage, sales opportunities, payments, and other purposes as determined by the management group.
5. 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.
6. Document all customer interactions in the appropriate system for record-keeping and follow-up purposes.
7. Maintain up-to-date knowledge of company products, services, and promotions to provide informed responses.
8. Conduct outbound calls to potential customers to generate leads and schedule appointments.
9. Present and promote products and services during inbound and outbound calls, achieving set sales targets.
10. Meet or exceed daily and monthly performance goals, including, but not limited to, call volume, conversion rates, and customer satisfaction scores.
11. Provides and maintains prompt professional service with members and associates to ensure that each member is totally satisfied.
12. Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner.
13. Perform other duties as requested by management.

Education and/or Experience Requirements:

Education : High school diploma or GED required.

Experience : Customer service role or experience in Contact Center and/or Outbound Contact Center is preferred.

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