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Contact Center Representative

Company: AAA Hoosier Motor Club
Location: Indianapolis
Posted on: March 19, 2023

Job Description:

Job Details


Job Location
College Park - 8751 Wesleyan Road - Indianapolis, IN

Position Type
Full Time

Education Level
High School

Travel Percentage

Job Category
Customer Service



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 12 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Kokomo, 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.

Position Summary:

Perform non-dispatch-based Member Contact Center customer service duties with prompt, professional service for our high-volume member call center.

This Job Might be Right for YOU if:

  • You like helping and assisting others.
  • You enjoy mastering repetitive tasks.
  • You take pride in being able to work quickly and accurately.
  • You are a great communicator and listener.
  • You enjoy being part of a team.
  • You enjoy providing outstanding service. Here is 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.
    • Starting pay of up to $14 an hour.
    • Health / Dental / Vision benefits.
    • Paid Vacation time.
    • Paid Sick time.
    • Paid Holidays.
    • Company Provided LTD & Life Insurance.
    • Retention bonuses
    • Service Anniversary Recognition.
    • Free AAA Classic Membership.
    • Generous 401k w/ company match.
    • Company provided HSA dollars.
      Duties and Responsibilities:

      1. Perform customer service duties including, but not limited to:

      a. process the member's rescue request equal to peer group and/or with the talk time at a rate of no more than 3.5 minutes on average;

      b. apply knowledge of ERS service policy and procedures and relay this information clearly and understandably to every member situation;

      c. answer member inquiries relative to department or direct members to correct responsible department through working knowledge of AAA programs;

      d. grasp procedures and administer all functions related to Contact Center Representative Standard Operating Procedure and AAA Plus programs;

      e. maintains appropriate records;

      2. Establish and maintain positive communication and professional demeanor with members, employees, and management which may include, but not limited to:

      a. working as a team with individuals within and outside the department; and

      b. communicating all deviations and problems to supervisor.

      3. Maintain a flexible calendar for scheduling purposes and an acceptable record of punctuality and attendance.

      4. Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner.

      5. Report to supervisor.

      6. Perform other duties as requested by management.


      Education and/or Experience Requirements:

      High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Knowledge of Communication Center and Dispatcher functions preferred.

      Skill Requirements
    • Language Skills - Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Supervisors must have the capability to write routine reports and correspondence. The ability to speak effectively before groups of customers or employees of organization is a required skill set.
    • Mathematical Skills - Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Possess the ability to compute rate, ratio, and percentage and to draw and interpret graphs.
    • Organized - Possessing the trait of being organized or following a systematic method of performing a task.
    • Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully.
    • Reliability - Ability of the individual to be dependable and trustworthy.
    • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; possesses ability to build morale and group commitments to reach goals and objectives.
    • Working Under Pressure - Ability to complete assigned tasks under stressful situations.
    • Accuracy - Ability to perform work accurately and thoroughly.
    • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. 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.

      Company Website:

      Employment Videos:

Keywords: AAA Hoosier Motor Club, Indianapolis , Contact Center Representative, Other , Indianapolis, Indiana

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