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Check with seller Customer Service Representative - Remote - Must live in Utah Salt Lake City

Published date: April 3, 2022
  • Location: Salt Lake City, Utah, United States

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life's roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
At A3 Ventures we come to work to dream, design and define how we will live and move into the future. We exist to harness these forces for the benefit of Members and future generations, humanizing disruptive change for the betterment of the communities we serve. We're looking for bright, passionate, and collaborative people to join our tight-knit team as we innovate in the spirit of service.
Why Work For Us?
Impact. Lead the charge in mobility as a service movement and enable people's lives to improve through the sharing economy. Leverage the best of an established 115 year-old not for profit combined with start-up speed and agility to create real and meaningful impact.
Recognition. We offer a competitive total compensation package including base salary, annual performance bonuses, benefits, and 401(k) Company match with additional discretionary contribution potential.
Lifestyle. We do honorable work, and we practice our values: humility, integrity, teamwork, and service. You'll have the security of a larger organization but you'll move at startup speed.
Summary
The Member Care Specialist is responsible for supporting and resolving all issues and concerns to our GIG Car Share with exemplary customer service and professionalism. The key responsibilities are responding to Member questions and inquiries via phone, email, and other communication methods to maintain a high level of Member satisfaction. Along with researching and resolving complex and sensitive Member issues to ensure timely complaint resolution, and to provide reporting and other data as needed by the supervisor and department.
Essential Functions
Deliver extraordinary customer service with Members
By using sound business judgment, accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources
Resolve GIG Car Share complaints as well as complex or sensitive issues with Members by handling escalated incidents and notify appropriate management as necessary
Provide guidance to new associates; act in the capacity of a subject matter expert and serve as a resource to other associates.
Assist Members
By being knowledgeable with the vehicle and app
On our registration, approval, and review for fraudulent activity
Fueling/charging vehicle
By responding timely to inquiries via phone, emails, chat, etc.
Starting/ending reservations remotely
Vehicle Incidents
Document Members vehicle situations with unforeseen situations
Document reported accidents and file with our claims handling team
Reporting dirty vehicles/damage
Billing and Invoicing
Invoice and charge vehicle incidentals such as parking tickets, tows, impounds, etc
Prepare and process fuel/charging reimbursements
Collections of all outstanding money owed by Members
Process all payment arrangements
Knowledge/Skills/Abilities
Customer Service - Ability to deliver best-in-class experience through listening, attentiveness, patience and communication skills.
Problem-Solving - Identify problems, think on your feet, evaluate the options, find possible solutions, and select the best solution with the member.
De-escalation - Ability to diffuse situations where the Members are upset and need a situation taken care of quickly, with patience and compassion.
Data Entry/Computer Skills - Proficient typing with a knowledge of basic literacy and numeracy skills in order to quickly and effectively communicate with the Member through all forms of communication.
Grit and Compassion - Do what it takes to get the job done with the best needs of the member in mind.
Bilingual Communication Skills (Preferred)
Experience reading maps and navigating directions (Preferred)
Proven ability to develop rapport via phone/email/chat interactions (Preferred)
Education & Experience/Licenses & Certification
High School Diploma or GED (Required)
1 year - Member service related field (Required)

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