What are the responsibilities and job description for the Contact Center Representative position at AAA Hoosier Motor Club?
Job Details
Description
ABOUT AAA HOOSIER MOTOR CLUB:
Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.
Here's What is in it for YOU:
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Health / Dental / Vision benefits.
- Corporate Incentive Plan (CIP)
- Paid Time Off
- Company provided LTD & Life Insurance.
- Retention bonuses.
- Service Anniversary Recognition.
- Free AAA Classic Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars
Position Summary:
This role combines both inbound and outbound contact center responsibilities, ensuring excellent customer experiences and driving sales growth. The purpose of this role is to function as liaison between Hoosier Motor Club (HMC) staff and Members to resolve complaints regarding the entire range of member services with the goal of improving, enhancing, and developing member rapport.
Duties and Responsibilities:
- Answer incoming calls and respond to customer inquiries regarding products and services.
- Provide accurate information and solutions to enhance customer satisfaction and loyalty.
- Identify and resolve customer complaints promptly and effectively, ensuring a positive experience.
- Cold contact members/customers and follow scripts to discuss membership renewal/ salvage, sales opportunities, payments, and other purposes as determined by the management group.
- Promote MPC and HMC programs, sales, and benefits through knowledge of Hoosier Motor Club programs. Accept and process business transactions in a proficient manner.
- Document all customer interactions in the appropriate system for record-keeping and follow-up purposes.
- Maintain up-to-date knowledge of company products, services, and promotions to provide informed responses.
- Conduct outbound calls to potential customers to generate leads and schedule appointments.
- Present and promote products and services during outbound calls, achieving set sales targets.
- Meet or exceed daily and monthly performance goals, including call volume, conversion rates, and customer satisfaction scores.
- Provides and maintains prompt professional service with members and associates to ensure that each member is totally satisfied.
- Perform the responsibilities of the Member Relations Supervisor at the minimum of a business quarter as scheduled on a rotating timetable.
- Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner.
- Perform other duties as requested by management.
Qualifications
Supervisory Responsibilities:
This position has no direct supervisory responsibilities
Physical Effort:
- Typically sitting at a desk or table
- Intermittently sitting, standing and stopping
- Required to talk and hear
- Frequently lift up to 25 lbs.
- Specific vision abilities required by this job include close vision and distance vision.
Education and/or Experience Requirements:
Education: High school diploma or GED required.
Experience: Customer service role or experience in Contact Center and or Outbound preferred.
Facebook:
www.facebook.com/aaahoosier
Company Website:
www.hoosier.aaa.com
