Member Service Representative
- Posted Date: June 18, 2013
- Closing Date: Open until a suitable candidate is found
- Job Status: Full-time
- Centre: Contact Centre, Edmonton
- Business unit: Roadside Assistance
- Reports to:
Position Info:
This position has primary responsibility for responding to inbound calls for assistance from AMA members, CAA/AAA affiliated members and those clients covered through Manufacturer programs.
Major Accountabilities / Responsibilities:
(Include but are not limited to)
- Process road service requests for members/clients in an accurate and efficient manner
- Strive for continuous improvement on quality and service delivery
- Monitor incoming call volumes to ensure calls are answered within CAA Quality Standards and service level
- Maintain current knowledge of resources related to AMA products and services, Roadside Assistance services, systems and those services offered to clients covered through Manufacturer Programs
- Assist in Roadside Assistance training and development through participation in job shadowing, peer coaching and cross training
- Perform special projects and other miscellaneous duties as needed or assigned
- Adhere to engineered controls, safe work procedures, rules and work practices
Background (Education/Licenses/Work Experience):
- High School Diploma
- 3-5 years customer service experience required
- Contact Centre experience an asset
Skills & Proficiency:
- Intermediate computer skills, including experience with MS Office Suite
- Keyboarding at minimum of 35-40 WPM
- High level of comfort dealing with customers over the phone
- Geographical knowledge of the province
- Demonstrated leadership skills necessary to handle on-the-spot decisions and ability to act calmly under pressure
Personal Characteristics:
- Flexible and patient
- Passion for helping others
- Strong verbal and written communication skills
- Proven decision making skills
- Team player
- Recognize and adopt a sense of urgency and communication style dependent on the caller and their situation
- Detail oriented
Additional Comments:
The Roadside Assistance Department is a 24/7 operation.
We are currently looking for candidates who are able to work between the hours of 12:00 pm to midnight, Monday through Sunday. We have both part time and full time hours available.
In this role, long periods of sitting will be required.
As only one file can be uploaded, please ensure your cover letter, resume and any other related documents are submitted in one file.
Apply for this position in Edmonton:
- Title: Recruiter, Contact Centre
- Email: RoadsidePCC.Jobs@ama.ab.ca
We thank all applicants for their interest, however only those selected for an interview will be contacted.
AMA is an equal opportunity employer and encourages applications from all qualified individuals. All matters relating to recruitment, promotions, and training and development are decided on the basis of qualifications and business need.
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