Roadside Assistance Intake Agent Part-time

Responsibilities

• Communicate effectively while maintaining a calm presence answering incoming calls from members requesting roadside assistance
• Collect, assimilate and verify key details to be able to relay the appropriate information to the dispatch teams to aid the member
• Input and work with various systems to document information accurately and efficiently.
• Ensure that the appropriate roadside plan and coverage information is applied for resolution with the case.
• Be able to identify complex situations and escalate to a lead or supervisors as necessary.
• Maintain confidentiality and comply with company policies and procedures.
• Manage the call efficiently to maintain call metrics and quality scores to fulfill the company's customer experience expectations
• What You'll Need to Have for the Role:
• High school diploma or equivalent.
• Previous customer service experience, preferably in a fast-paced environment.
• Strong communication and problem-solving skills.
• Ability to stay calm under pressure and manage multiple tasks simultaneously.
• Attention to detail and accuracy in data entry.
• Basic computer skills and ability to navigate call center software.
• Call center setting with the expectation of answering multiple calls throughout the shift.
• May require occasional weekend or holiday shifts.
• Reports to: Roadside Contact Experience Supervisor
• General Compensation Disclosure
• Pay Range:

Benefits

Additional Information

Part-time: Friday, Saturday, Sunday, and Monday availability required. Our business hours are 7:00 AM - 10:00 PM, and most new hires are scheduled for evening shifts, since that's typically where we need the most coverage. The Roadside Assistance Intake Agent is responsible for answering incoming calls from members requesting roadside assistance and accurately gathering the necessary information to ensure smooth coordination of services. This role involves collecting critical details of the members' situation and taking queues and clues to ask about any additional pertinent information around the problem. As an Intake Agent, you will ensure all information is recorded and relayed to the dispatch team for action. A strong focus on excellent customer service, call control, attention to detail and reassuring next steps with the member is essential.

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