Customer Service Representative - Remote
A3Ventures

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

The Member Care Specialist is responsible for supporting and resolving all issues and concerns to our GIG Car Share with exemplary customer service and professionalism. The key responsibilities are responding to Member questions and inquiries via phone, email, and other communication methods to maintain a high level of Member satisfaction. Along with researching and resolving complex and sensitive Member issues to ensure timely complaint resolution, and to provide reporting and other data as needed by the supervisor and department.

Why Work for U

• Great starting pay $16. 00/hour

• Career Growth - We offer a leadership development program where you can be promoted as early as 6 months with a pay increase

• Training - You'll attend a thorough, comprehensive 2 week training program & gain technical skills working with and troubleshooting state of the art equipment and software.

• Job Stability - We're not going anywhere. AAA has been around for over a century and we have not had a single layoff during these uncertain times!

• While this is a fully remote position, each team adheres to a specific location strategy, which allows them to work more effectively together. Therefore, the candidate should reside in or near Clearfield, Utah

Key Responsibilities

• Deliver extraordinary customer service with Members

  • By using sound business judgment, accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources

  • Resolve, GIG Car Share complaints as well as complex or sensitive issues with Members by handling escalated incidents and notify appropriate management as necessary

  • Provide guidance to new associates; act in the capacity of a subject matter expert and serve as a resource to other associates.

• Assist Members

  • By being knowledgeable with the vehicle and app

  • On our registration, approval, and review for fraudulent activity

  • Fueling/charging vehicle

  • By responding timely to inquiries via phone, emails, chat, etc

  • Starting/ending reservations remotely

• Vehicle Incidents

  • Document Members vehicle situations with unforeseen situations

  • Document reported accidents and file with our claims handling team

  • Reporting dirty vehicles/damage

• Billing and Invoicing

  • Invoice and charge vehicle incidentals such as parking tickets, tows, impounds, etc

  • Prepare and process fuel/charging reimbursements

  • Collections of all outstanding money owed by Members

  • Process all payment arrangements

Knowledge/Skills/Abilities

• Customer Service - Ability to deliver best-in-class experience through listening, attentiveness, patience and communication skills.

• Problem-Solving - Identify problems, think on your feet, evaluate the options, find possible solutions, and select the best solution with the member.

• De-escalation - Ability to diffuse situations where the Members are upset and need a situation taken care of quickly, with patience and compassion.

• Data Entry/Computer Skills - Proficient typing with a knowledge of basic literacy and numeracy skills in order to quickly and effectively communicate with the Member through all forms of communication.

• Grit and Compassion - Do what it takes to get the job done with the best needs of the member in mind.

Education & Experience/Licenses & Certification

• 1 years in a Member service related field (Required)

• Bilingual Communication Skills (Preferred)

• Experience reading maps and navigating directions (Preferred)

• Proven ability to develop rapport via phone/email/chat interactions (Preferred)

#GG