Massachusetts Employer Call Center Reps (Work from Home) in Fall River, Massachusetts
Major Road Service company is building a remote customer service team enabling experienced customer service representatives career opportunities to work to live, vs live to work. Empowered by a variety of schedules the customer service representatives have the freedom and autonomy to work around the competing priorities in their lives and build a career while providing first class customer service to our members. JOB RESPONSIBILITIES: Takes road service calls while dealing with member's emotional state (e.g., safety, 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 software such as D3, MemberzPlus, Navigator to ensure efficient dispatch, 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. (45%) Provides information to members on road service policies and procedures. Explains the benefits of membership to prospective members and sells primary and associate memberships as appropriate. Ensures that the member is aware of costs associated with all services provided. When appropriate advises the member of other company's products and services such as mobile battery replacement and windshield repair. May inform members of other products and services such as Premier and PLUS Memberships, car rentals and hotel reservations. (25%) 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; Tracks ETAs (estimated time of arrivals) and takes action to resolve long-standing service calls; acts as interface between dispatch and members to enhance customer service. (10%) Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction. (10%) Other duties may be assigned. QUALIFICATIONS: Experience handling inbound or outbound calls in a call center environment Minimum of 1 year customer service experience Computer skills, including navigating multiple open tabs, monitors, systems and processes Basic typing skills Strong customer service and writing skills Empathetic; you connect well with other people and understand the customer?s pain points Highly results-oriented; you want your work to make a direct impact on member experience Energetic; an upbeat attitude goes a long way in handling interactions with customers Work Schedule: 2nd shift can start as early as 12:00pm, but available schedules and times may vary. Schedules may include one or both weekend days. Your schedule may flex up to two hours at the beginning or end of your shift based on seasonal or business needs.