Outbound Contact Center Manager jobs in Lafayette, IN

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.
• 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.

Position Summary:

Perform Outbound Member Contact Center customer service duties with prompt, professional Five Diamond Service to each and every member and customer.

Duties and Responsibilities:

1. Perform customer service duties including, but not limited to:
a. Cold contact members/customers and follow scripts to discuss membership renewal/salvage, sales opportunities, payments, and other purposes as determined by the management group.
b. Contact members/customers that have expressed interest or concern related to their account, purchase experience or product use.
c. Assist Inbound Contact Center and Dispatch when call volumes require. Apply knowledge of ERS service policy and procedures and relay this information clearly and understandably to every member’s 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 Outbound Contact Center Representative Standard Operating Procedure and AAA Plus programs.
f. Maintain 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 MPC and HMC programs, sales, and benefits through knowledge of Hoosier Motor Club programs. Accept and process business transactions in a proficient manner.

5. Perform other duties as requested by management.

Qualifications

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Physical Effort:

1. Typically sitting at a desk or table
2. Intermittently sitting, standing, and stopping
3. Required to talk and hear
4. Occasional lifting up to 25 lbs.

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.

Facebook:

www.facebook.com/aaahoosier

Company Website:

www.hoosier.aaa.com