Work at Home Customer Service...

Work at home TeleCommuting.
Job Type: Part Time
Job Level: Entry
Education: High school diploma or equivalent
Category: Member/Customer Service
Compensation: $7.25 - $17.88/hour
Other Compensation: Pay per call. Premium pay for specific hours.
Special Info: What can you do if given the chance?
WORK AT HOME opportunity. Some travel is required for training purposes. Training will be conducted during dayshift hours.

Schedule Required: PT hours w/flexible scheduling often requiring weekends/evenings

Provide courteous and professional assistance in responding to member requests for Roadside Assistance and other products and services for a high volume call center in a home office environment.

Essential Functions:
Level I 98%
Operate automatic call distribution (ACD) telephone set and PC running Windows-based applications, to accurately receive record and respond to Members requests.
Properly answer and accurately process incoming telephone calls regarding Roadside Assistance and other related areas, while demonstrating a pleasant and professional telephone manner. Take action, as necessary, to appropriately respond to a Member needs and concerns
Accurately enter information, comments and complaints regarding Members Roadside Assistance needs, including any special service considerations, in the D/2000 PC application. Forward complaint information to Member Relations for follow-up.
Assist Members, utilizing maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information during non-office hours.
Process credit card and member billing transaction via PC based ChargERS application and D2000.
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.
Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival. Make decisions regarding policy exceptions.
Listen and probe for additional information as necessary. 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 the Trusted Friend Help Desk and the Dispatch unit.
Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Members individual situation.


Level II 98%
All the responsibilities of Level I.
Proficiently handle Member Call Back ETA calls; determine the correct information and communicate information professionally and empathetically to the Member.
Resolve, where possible, Roadside Assistance complaints with Members.
Assist with responding to Member calls in Battery and one additional Member Service area.


Level III 95%
All the responsibilities of a Level II.
Under guidance of trainer, provide instruction and evaluation regarding computer systems, products and services.
Identify and recommend procedures to improve department efficiency.
Provide individual guidance to new associates; act in the capacity of a Peer Mentor and serve as a resource to other telephone associates.
Conduct research to collect data and investigate problems; make sound recommendations based on fact-based analysis, experience and judgment.
Answer Member Relations calls and effectively resolve Member issues utilizing the Comment Tracking System (CTS) to record issues.
Effectively resolve high priority/safety issues in service ensuring the Members safety
Set up appointments with Approved Auto Repair garages during and after regular business hours
Contact, counsel and/or personally arrange Member travel arrangements. Locate, reserve and process hotel/lodging/car rentals/train and/or airline reservations for Members as required by the situation. Arrange for payment based on the Members individual situation.
Locate ATMs, hotels, restaurants, theaters, stadiums etc. using Kavera system and other internet sites for the Member as required by the situation.
Process and professionally respond to electronic communications with Members, departments and/or vendors.
Inform management and call center staff of new services and products in a timely manner.


Other Duties & Responsibilities (All Levels): 2%
Perform other job related duties, as assigned.


Other Duties & Responsibilities (Level III): 3%
May substitute for supervisors and manage the Call Management System

Requirements
Equipment/Environment for all levels:
Pentium 4 or greater laptop or desktop PC
Windows XP or newer version of Windows
Minimum of 1 GB RAM
40GB Hard Drive or greater
High Speed Internet connection
Wired connection
Land Line Telephone
Router with firewall
Anti-virus software
CD/DVD ROM Drive
A quiet work space, without outside noise, where telephone calls can be taken without interference and/or distractions.

Level I
Ability to respond to customer inquiries and interact with others at a level normally acquired through the completion of a high school diploma or equivalent and two (2) years of customer service experience.
Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.
Working knowledge of personal computer, internet and competent keyboarding skills to accurately and efficiently complete daily work assignments and trouble shoot own equipment.
Ability to work overtime and/or holidays as necessitated by business and/or weather conditions.
Successful completion of the Roadside Assistance Contact Center (RACC) Training Assessment, and any other classes and/or certifications as deemed appropriate.
Ability to secure appropriate licensing for sales and service, as required.
Ability to read a map and provide clear directions.
Ability to cope in a professional manner with a fast work pace and time pressure.
Ability to remain organized and in control under challenging conditions.

Level II
All the requirements of Level I
Ability to respond to customer inquiries and interact with others at a level normally acquired through the completion of a high school diploma or equivalent and three (3) years of customer service experience.
Proficient in the use of membership systems.
Demonstrated knowledge of PC based systems, internet and excellent keyboarding skills to accurately and efficiently complete daily work assignments.
Ability to creatively problem solve and identify alternatives; considers the likely impact of decisions before implementation.
Ability to correctly apply new products, services, policy changes, etc. to job duties.
Level III
All the requirements of Level II
Ability to respond to customer inquiries and interact with others at a level normally acquired through the completion of a high school diploma or equivalent and three (3) years of customer service experience of which 18 months of that experience is as a Roadside Assistance Counselor.
Proficient with PC based systems and internet to accurately and efficiently complete daily work assignments.
Proficient in the use of a computerized reservation systems.
Ability to make independent decisions within established guidelines.

Customer Service Competencies
1. Communication

Conveying ideas and opinions clearly to others, making use of easily understood language, gestures and non-verbal communication; adapting language and terminology appropriately; enabling two-way communication.
2. Teamwork and Interpersonal Skills

Collaborating with others to achieve results; sharing ideas and knowledge with other associates; working to build morale and cohesion within groups; working well with a variety of personalities; striving for the constructive resolution of barriers to cooperation.
3. Customer Focus

Investigating internal/external customer needs and concerns, and acting accordingly; anticipating customer needs; giving high priority to service and customer satisfaction.
4. Adaptability

Maintaining effectiveness by adapting to changing circumstances, tasks, responsibilities and people.
5. Problem Solving

Identifying problems and interpreting available information to find causes; generating alternative solutions; looking for potential limitations.
6. Innovation

Promoting organizational effectiveness by anticipating and dealing with problems; experimenting with new ideas and approaches; suggesting innovations and improvements.

7. Results Orientation

Setting challenging targets, monitoring progress, and delivering results that meet or exceed expectations; taking on additional responsibilities; proactively tackling problems and trying new approaches.

8. Sales Knowledge

Possessing and maintaining sales and product knowledge; uncovering customer needs to relate benefits to product features; demonstrating a general knowledge of persuasion techniques.