EMERGENCY ROAD SERVICE GENERALIST

Job Description:


RESPONSIBILITIESAgent works under direct supervision while learning the ERS unit's assignments. After gaining experience, agent is competent in Call Receiving; agent's work is checked only periodically. Products / Services Handled:
Inbound ERS Servicing (primary)
Membership Servicing (secondary)
Membership Sales (exceptions only)
Primary Responsibilities:
Receives and routes members' and policyholders' telephone requests for emergency road service and related services
Responds to requests from members for general information, including road conditions, driving directions, and Approved Auto Repair shops
Promotes related CSAA products and services
Obtains and validates member information, determines assistance and related eligibility, and assigns contract station
Asks basic and complex probing questions and adequately documents member issues to assign proper trouble code
Schedules smog check and inspection services appointments for members
Handles call backs from customers requesting status of service
Escalates member relation issues, as appropriate
SECONDARY RESPONSIBILITIES
Processes basic membership inquires and transactions
Processes renewals and edits of membership accounts
REQUIRED QUALIFICATIONS
Clear verbal and written communication in English
Basic mathematical, typing computer (basic usage and functions) and data entry skills
Basic computer, relevant applications (e.g., Microsoft Word, Outlook, etc.), and telephone skills
Basic understanding of vehicle components and the common reasons for vehicle failure
Ability to read and interpret maps
General awareness of CSAA products, and location of district offices
Comprehension and ability to apply CSAA underwriting guidelines
Familiarity with csaa.com features and functionality
Passion for customer service
Strong interpersonal and customer service skills (e.g., professional, tactful, etc.)
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
High school diploma or equivalent