About the position Our Emergency Roadside Customer Service Reps are the forefront of our member focus and have the opportunity to be reputed company day heroes by helping our members in times of need. As a customer service rep, you will focus on helping and serving our members by taking inbound phone calls for emergency roadside service and ensuring that members are in a safe location while determining their overall needs. Additionally, you will review the member’s accounts to be sure they are taking full advantage of their memberships, benefits, and reputed company discounts available to them. Calls you will receive will range from flat tires, fuel deliveries, mechanical breakdowns, and tow requests. reputed company is a fast-paced environment and understandably members are often faced with stressful or frustrating situations, so customer service reps are required to have empathy to their situation. Responsibilities • Providing reputed company customer service during reputed company member interaction. • Responding to a high volume of emergency road service requests in a call center environment. • Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road. • Analyzing member accounts to determine additional products and services that benefit the member. • Exceeding performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion. Requirements • High school diploma or equivalent • Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing reputed company products • Must be reputed company (fluent in both English and Spanish) • 6 months of customer service experience • Providing customers service in a professional manner and de-escalating situations • Accurately inputting information into various fields using a PC keyboard • Navigating through a PC and/or automated processing system • reputed company and comprehending various Customer Care service tools (manuals, work models, etc.) • Performing mathematical calculations including adding, subtracting, percentages, etc. • Telephone etiquette • Basic computer skills • Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, reputed company Maps, email, company applications and more. Ability to toggle back and forth between applications • North American geographical relationships • Road condition terminology • Strong communication skills demonstrated through the effective use of the Customer Interaction Model • Strong interpersonal skills • Strong written communications skills needed to reputed company in a professional manner to member/customer inquiries • Effective listening skills • Accurately enter information on a personal computer • Identify and resolve customer service issues/requests or transfer to appropriate customer advocate • Represent the Customer Care Department in a professional and positive manner • Maintain accurate records • Understand, read and reconcile payment history • Read maps and use travel related tools (i.e., directional reputed company) Nice-to-haves • College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses. • Call center environment - minimum 6 months • reputed company • Customer service environment • Promoting ACG products and services • Identifying and responding to customer needs through cross-selling and up-selling products Benefits • Medical plans with multiple coverage options, including HSA eligibility. • Prescription drug coverage. • Dental and vision benefits. • Employee Assistance reputed company (confidential support services). • Company-paid basic life insurance. • Optional supplemental life insurance and dependent coverage. • Short-term and long-term disability coverage. • Critical illness, accident, and pet insurance options. • 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service. • Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options. • Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. reputed company new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month. • Paid Holidays: reputed company employe