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AAA Northern California, Nevada & Utah: Customer Experience Specialist

AAA Northern California, Nevada & Utah

This is a Full-time position in Tempe, AZ posted February 20, 2021.

We call our club’s vision, mission, values, and supporting pillars ” Our House” because they are the foundation for all that we do.

We’re working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

JOB SUMMARY:The Smart Business Specialist provides courteous and professional assistance in responding to customer requests for AAA Smart Business services in a high volume call center.

WHY WORK FOR US:* Job Stability Career Growth* Great Benefits Medical/Dental/Vision* Retirement 401k matching up to 4%* Work/Life Balance PTO 3 Weeks + 9 paid holidaysRESPONSIBILITIES/JOB DUTIES:* 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* Take action, as necessary, to appropriately respond to a Member’s needs and concerns* 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 appropriate business unit* Accurately enter information, comments and complaints regarding Members’ needs, including any special service considerations, in the system application* Forward complaint information to appropriate Leader for follow-up* Process credit card and member billing transaction * Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered* Suggest cross-selling opportunities that will enhance Member’s experience; promote related programs as required by the Member’s individual situationKNOWLEDGE AND SKILLS:* Must have a passion for providing outstanding customer service* Proficient in Microsoft Office and G suite * Ability to operate a multi-line telephone* Ability to navigate through mapping system (ie.

Google Maps)* Strong analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others* Ability to identify customer needs and recommend solutions* Application of good judgment and decision making* Ability to work efficiently both independently and as part of a team* Must possess strong organizational skills* Must have the ability to remain calm and professional under challenging conditions* Ability to work overtime and/or holidays as business dictatesEDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES:* 0 2 years customer service experience* Call center experience preferred* High School Diploma or GED required* Bilingual in Spanish is a plus#SAFE