Customer Service Representative II

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Job Category: Call Center
Work Location: Clearfield, UT
Duration: Full time
Job Code: 7522169
Job ID: J102041
Date: July 14, 2017 A career with AAA Northern California, Nevada and Utah is unique, just like you.

We’re a mission-driven Member services organization. We have a saying here at AAA that we aspire to be America’s most trusted organization absolutely famous for doing the right thing . With more than four million Members, our purpose is to bring peace of mind to Members so that they can enjoy life more.

We work hard to create an environment where you can thrive and where you use your skills and talents to help us deliver legendary Member service. You’ll help have a positive impact on the diverse communities we serve, too.

Essential Functions

* Responds to member questions and inquiries.

* Process member requests

* Researches and resolves complex and sensitive customer service issues.

* Researches and resolves customer complaints

* Special projects as necessary.

* Researches and resolves complex and sensitive customer service issues.

* Able to provide training and training support.

* Manages team in the absence of supervisor.

* Keeps stats as needed by supervisor and department.

Knowledge/Skills/Abilities

* Knowledge of available manuals, references, on-line tools, and the ability to locate information quickly.

* Knowledge of AAA products, services and available software.

* General office and PC skills

* Ability to read and interpret maps

* Strong communications, customer service and interpersonal skills to deal with members and respond to questions and explain/sell products and services.

* Able to express oneself effectively over the telephone.

* Good customer service and interpersonal skills to deal with members and respond to questions

* Strong communications skills and ability to express ideas/suggestions.

* Strong knowledge of AAA products, services, membership benefits and location of AAA district offices.

* Knowledge of available resources and computer systems.

* Basic reading, writing and mathematical skills.

* Bilingual communication skills (preferred)

Customer Service Representative II (AF02A3)

Education & Experience / Licenses & Certification

* High School Diploma or GED

* Minimum of 3 year’s experience in related field

Competency

Customer Centricity (Intermediate) Adaptive Learning (Intermediate) Listening (Intermediate)

Dealing with Ambiguity (Intermediate) Judgment (Intermediate)

Problem Solving (Proficient)

Cooperation / Collaboration (Intermediate)

We’ll value your skills and experience. We’re building a performance organization with heart and developing a pipeline of tomorrow’s leaders. Your work will be enhanced with training opportunities, a mentoring program and our Promote-from-within philosophy. We celebrate our diversity and leverage the power of many minds.

About Us
For over a century, AAA has continued to redefine itself to become a multi-faceted leading provider of travel, insurance and auto services. We know you’re as versatile as we are and that every aspect of your personality adds to the skills and knowledge you bring to AAA. That’s what makes you so exceptional, and what you offer our Members and the communities we serve that much more unique. As an eligible Team Member, you have the chance to do honorable work, receive competitive compensation, a comprehensive benefits package and opportunities to grow your career.

The second-largest regional Member club of the national organization, and fastest growing mid-large size club in North America, AAA Northern California, Nevada & Utah is headquartered in Emeryville, California, and brings together:

  • An award winning work culture and environment
  • 2,800 employees to serve over 4 million Members
  • Over 75 branch offices across Northern California
  • Eleven branch offices across Nevada
  • Six branch offices across Utah