Remote Service Monitor

Job DescriptionThe Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.Primary Duties And ResponsibilitiesWorks in partnership with Field staff to achieve departmental performance standards, ensure quality service to members and mediate/resolved member complaints. Investigates, mediates and resolves complaints regarding service, vehicle damage, battery service, etc. Utilizes various resources (e.g. inspection results and photos, repair estimates, existing AAA policies and procedures, and information obtained from interviews with members, repair shops, contractors, ASE certified field staff, etc.) to determine the extent of damages and liability. May work closely with internal departments such as the call center and Field staff and interpret/clarify AAA Roadside Assistance policies and procedures during the complaint resolution process. Utilizes the Comment Tracking System (CTS) to document and track all activities involving each case. Communicates with the Field staff on a regular basis to keep them apprised of any service deficiencies involving the contractor network. Prepares check requests and adjusts service provider monetary account balances when applicable.PreferredCollege level course work in Business Administration, Communications or a related fieldClaims adjustingAutomotive maintenance/repair industry (e.g. automotive repair technician, service advisor, etc.)WORK ENVIRONMENTRemote Position – Working from homeQualificationsRequired Qualifications:High School diploma, GED or equivalentMust qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products. ExperienceResponding to customer inquiries and/or complaintsPreparing and analyzing reportsUtilizing a personal computer and navigating through a Windows environmentKnowledge And SkillsStrong telephone etiquette skillsOrganization and planningStrong problem-solving, decision-making skills and investigation skillsEffective verbal and written communication skillsMediate complaints between members and AAA service providersComprehend and interpret AAA Roadside Assistance instructions/rules and towing proceduresPrepare statistical reports for management reviewWork independently with minimal supervisionMake decisions and use good judgment in the absence of detailed proceduresMaintain records and document case filesAccess multiple AAA Roadside Assistance and membership information systems to obtain and identify AAA membership historyCoordinates complimentary memberships, Roadside Assistance entitlement credits, prepares check requests and adjusts contractor monetary accounts balances when appropriateAccurately operate a calculator and perform basic math calculations to include addition, subtraction, multiplication and divisionComplete AAA Battery Service 101The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.