Member Services Call Center - Lead

We are looking for dynamic individuals to join our Member Services Call Center. This position is located in Voorhees, New Jersey. Hours include weekends and holidays. They following shifts are available:

SAT SUN MON TUE WED THU FRI
3p - 11p 11a - 7p 7a - 3p 11a - 7p     7a - 3p
3p - 11p   3p - 11p 3p - 11p   3p - 11p 3p - 11p

 

Primary Objective

The Member Services Call Center Lead works in the call center, receives phone calls primarily from members seeking roadside assistance or membership information. Leads, oversees the day to day operations and activities of facilities and programs in the call center and dispatch. The incumbent will assess the emergency situation and/or contact a roadside assistance provider to ensure prompt service. Ensures adequate staffing and coverage levels are maintained. This position provides excellent customer service, providing members with information and resolving issues. The incumbent acts as a representative of the organization, providing prompt, accurate service and information to promote membership benefits.
 

Key Accountabilities

  • Ensures delivery of excellent customer service to members contacting the call center, coordinating with internal and external partners to resolve inquires.
  • First point of customer contact for emergency road service and membership calls.
  • Confer with customers by telephone or in person in order to provide information about services, to include purchase of or renewal of membership, or to obtain details and to resolve complaints.
  • Monitor incoming call queues, adjust personnel in and out of queue as needed.
  • Assess member’s needs and identifies the most effective source to ensure timely assistance and appropriate service.
  • Identifies opportunities to cross sell other products, services and promotions offered.
  • Explains membership benefits and, if applicable, additional charges related to service.
  • Implements location-specific and area quality goals and action plans in order to achieve quality standards.
  • Provides ongoing coaching and training on call center procedures.
  • Administer feedback in multiple member communication in boxes .

 

Requirements:

  • Good understanding of the four county service area (Camden, Gloucester, Cumberland and Salem County)
  • Preferably a minimum of 1 -2 years of call center experience/minimum 3 years experience in leadership role.
  • Excellent Customer Service and interpersonal Skills
  • Ability to cross sell products and services
  • Computer Skills: Microsoft Office Suite, Min. 2 years office experience
  • Strong Communication and Telephone Skills
  • Ability to work under pressure
  • Ability to read a map
  • Strong troubleshooting and multi-tasking ability
  • Must be dependable and work well as part of a team
  • Bilingual a plus

 

For consideration, please choose from the following options to submit your resume and cover letter. Please be sure to state the specific position for which you are applying.

• Email your resume and cover letter to kbell@aaasj.com, or
• Fax to Human Resources at (856)-627-6038, or
• Send to AAA AAA South Jersey Human Resources Department, 700 Laurel Oak Rd. Voorhees, NJ 08043