Call Center Representative (remote) - 3rd shift

About the position

AAA Northeast is seeking a remote Call Center Representative for their 3rd shift. This full-time position involves receiving incoming calls for roadside assistance on behalf of contracted automobile companies. The representative will process requests, gather required information, answer caller questions, and provide detailed information on road service products and services. The role emphasizes providing Five Diamond Customer service to encourage member retention, renewal, and new membership sales. The company is a top employer and best place to work across the Northeast, committed to community service and helping members.

Responsibilities

  • Takes road service calls while dealing with member's emotional state (e.g., calming down an angry member, providing reassurance to an anxious member, etc.).
  • Gathers information regarding road service calls including: verification of membership number, name, telephone number, e-mail, vehicle description and location, nature of vehicular problem.
  • Utilizes department/program software to ensure we capture accurate information, prioritize calls for safety issues, and research membership status.
  • Takes required action to help member determine exact location of disabled vehicle or meeting place. (i.e., asking probing questions and referring to maps or other materials.)
  • Adheres to department standards for after call work, talk time, and staffed time.
  • Provides information to members on road service policies and procedures.
  • Determines appropriate course of action for each call received, consulting with a supervisor for members with special circumstances; attempts to accommodate members in \"borderline\" situations, including membership verification and new member’s applications.

Requirements

  • High School Diploma or GED Required or 4 years of experience in lieu of degree Required
  • Customer Service experience Required
  • Ability to address various high volume and challenging situations.
  • Ability to listen to, understand, and communicate with others by telephone, in written form, or electronically.
  • Ability to read maps and utilize navigation resources.
  • Ability to convince others to buy goods/services or to otherwise change their minds or actions.
  • Encourage and build mutual trust, respect, and cooperation with others and maintain them.
  • Ability to apply general rules to specific problems to produce answers that make sense.
  • Ability to operate a computer with relevant software applications.
  • Ability to maintain confidentiality.
  • Ability to operate a computer with relevant software applications.

Nice-to-haves

  • Call Center experience Preferred
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...