The Auto Club Group (ACG), based in Dearborn, Michigan, owns and is licensed to operate the AAA Clubs in six regional territories across eight Midwestern States.  ACG is committed to deepening relationships with its members by providing a select array of automobile, travel, insurance, and financial services to individuals and groups.  We offer a generous employee benefits package (401(k), medical, dental, vision, life, disability income insurance, and pension plan).  So come join a growing company with a reputation for quality products and excellent service!  We are currently seeking part-time Customer Service Representatives for temporary openings in our Grand Rapids Call Centers.

The successful candidate must be able to work Monday - Friday, 25 hours per week.

Provides basic information to members/customers regarding Claims/Membership/Insurance benefits in accordance with Customer Interaction Model. Receives and processes telephone calls and service requests from members/customers requesting insurance/claims information.  Promotes member satisfaction and provide seamless service to ensure customer service goals and standards are met. Navigates through various sources of information (P.C., Point of Sale and IPM Insurance Systems, Manuals, Call Center Models, Intranet/Internet, etc.) and respond to members/customers requests/concerns in a timely manner.

Promotes member understanding of membership products in order to increase sales. Determines the need for a particular type of product/service and refers to next level Customer Advocate, if appropriate. Assists members by taking a basic claims report of loss as appropriate and refers to appropriate individual for follow-up. Resolves member and policyholder problems relative to claims/sales and servicing by providing immediate resolution to problem or referring to appropriate individual. Depending on area assigned, may prepare trip tiks and provide appropriate travel related information as requested.

REQUIRED:

• Completion of AAA Michigan approved training program for the position
• Ability to attain and maintain state licenses for membership processing in the states in which the Auto Club Group does business as appropriate
• Ability to provide a high-level of customer service in a professional call center environment using the following skills:
• Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement
• Effective listening skills and strong written communication skills (example may be required at time of interview) needed to respond in a professional manner to members/customers inquiries

Experience in:

• Accurately inputting information into various fields using a P.C. Keyboard along with navigating through a P.C. and/or automated processing system
• Reading and comprehending various customer care service tools (i.e., manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages,etc.
• Preferred experience in customer service and call center environment

Ability to:

• Successfully complete Customer Care training and certification courses
• Service members according to the Customer Care Service Standards
• Sit for the majority of the work day
• Maintain accurate records and accurately enter data into computerized system
• Willingness and ability to work irregular shifts, including weekends and holidays

Preferred:

• College level coursework in Business, Marketing, Geography, or other related field and/or applicable professional/technical certification courses
• Completion of general claim training
• Knowledge of insurance processing, including the understanding of policy/coverage terminology
• Knowledge of CPS/IPM/Pisces Systems

If you want to join a team that wants to be the best in the marketplace, please summarize your qualifications and submit your resume, including salary requirements and Job #995742.  Please forward your resume to:  Clare Ruetz, AAA Michigan, Staffing Dept, Email: jobs@aaamichigan.com        

Only the resumes of qualified applicants who include the Job #995742, Temporary Customer Service Representatives in the subject line will be reviewed.

The Auto Club Group

Is an Equal Opportunity Employer