Inbound Call Center Representative, AAA Southern New England
Inbound Call Center Representative (Former Employee) – Providence, RI – November 11, 2017
• Received road service calls from members and prospective members; gathered required information in order to provide timely service, while providing members with Five Diamond Customer Service at all times. • Appropriately managed callers’ emotional states while simultaneously gathering required to dispatch service. • Provided information to members on road service’s policies and procedures. • Explained benefits of AAA membership to prospective members, sold primary and associate memberships. • Educated customers of costs associated with all services provided such as mobile battery replacement, windshield repair.
Call Center Supervisor (Current Employee) – Providence, RI – July 15, 2017
❖ Responsible for writing performance appraisals for each team member ❖ Uses multiple databases to be able to track and chart employee's performance on Manned Phone Time, AUX time and, Login and Logout times ❖ Holds monthly team meetings and individual meeting to guarantee consistency in communication, coaching, and training ❖ Handles all call escalations
Supervisor (Former Employee) – Providence, RI – November 9, 2016
An average company. Standard benefits. Typical work environment. Slow to adopt new technologies. Management is a mixed bag of decent managers and poor performing managers. HR had to constantly remind employees why the company was so great, which is probably an indicator that the company isn’t so great.
Excellent Training Program and good communication from Managment
Dispatch Operations Supervisor (Former Employee) – Providence, RI – September 30, 2016
AAA New England provides an excellent training program for all it's employees of which I can only express my opinion of the Call Center/Dispatch. AAA also has the management team always available with open door policy. Excellent company to work for with available upward mobility
Great training programs, outstanding management support structure
it's a 24/7 operation and can require long hours, holiday and weekends
Membership Service Counselor (Former Employee) – Raynham, MA – July 17, 2016
Busy environment, a few managers where not as qualified as they should have been, had to train a few. Co-workers are great, everyone always willing to help out. The most enjoyable part of the job was being so knowledgeable in the field and able to help the members very well without hesitation.
great company to work for always room to move up in the company
Call Counselor (Team Lead) (Former Employee) – Providence, RI – October 6, 2015
AAA was a big company and for some time had great management , It would always encourage their employers to grow & cross train in other departments , but working in a call center there seemed like there is always gray areas and policys would be bent several times .
Emergency Road Service Counselor-Customer Service (Former Employee) – Providence, RI – August 5, 2015
We would take inbound Emergency roadside calls. Jot down the information, such as whereabouts and car types, then send info to dispatch so they can send assistance to the member. The hardest part of that job would be inclement weather, the call volume would be chaotic and the phone calls from members who's been waiting for assistance a little over the eta are through the roof.
Good place to work but I for one need a change and f/t work
Customer Service Representative (Current Employee) – Providence, RI – June 20, 2015
I have been with the company for many years and always enjoyed coming to work though any type of customer service position can and will take a toll at some point. There have been many changes recently and the quarterly bonuses we once received are currently dwindling. Benefits are no longer provided to anyone working less than a 25 hour work week which left many scrambling for insurance.