Home Job Lead: Emergency Roadside Customer Service

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Position Title: Emergency Roadside Service Consultant

Job Description:

Consultants will answer calls and assist members in need of roadside assistance. Members are often highly distressed at the time of call; therefore, CCPs are required to be extremely empathetic and friendly, able to identify or assist in identifying the member’s exact location, and able to enter the details of the member’s request accurately and efficiently.

Position Duties:

  • Inbound calls: Answer inbound roadside assistance calls and provides customer service to callers.
  • Outbound calls: Occasional need to call a member back.

General Qualifications/Requirements:

  • Ability to retain information long-term and adapt easily in a fast-paced, ever-changing environment.
  • Excellent verbal and written communication skills including grammar and voice quality.
  • Active listening and attention to detail with the ability to multi-task in a fast-paced environment.
  • Ability to identify, troubleshoot and resolve issues in an effective and efficient manner.
  • Ability to handle and customer objections while creating a positive customer experience.
  • Computer literate – ability to navigate between multiple browser and application systems including web-based systems, intranet interfaces, and non-windows based programs.
  • Accurate typing and data entry skills.
  • Function comfortably in a performance-based environment where calls are monitored, recorded and assessed.

Shift Information:(LISTED IN MOUNTAIN TIME)

Arizona CCP’s need to be aware that Commitments are in Colorado Mountain Time, so their shift will change by 1 hour when Colorado moves to and from Daylight Savings Time.

Part Time:

  • 4p-10p Sun Mon Tue Wed Fri
  • 5a-11a Sun; 4a-10a Mon Tue Thu Fri
  • 5a-11a Sun; 4a-10a Mon Tue Wed Fri
  • 4a-10a Mon Wed Thu Fri; 5a-11a Sat
  • 10:30a-4:30p Sun; 10a-4p Mon Tue Wed Fri
  • 10a-4p Mon Tue Wed Fri; 10:30a-4:30p Sat
  • 4p-10p Mon Tue Wed Thu Sat
  • 4p-10p Sun Mon Tue Thu Fri
  • CCP’s must show availability for the entire times/days listed above. CCP’s may expect anywhere from 15 up to 28 hours per week.
  • Shift commitments are binding and cannot be changed; any failure to adhere to the minimum availability requirements and/or shift commitments may result in removal from the program and/or termination. A minimum 90% schedule adherence rate is required.

·         Time off or unavailability is requested 30 days in advance and is contingent upon program management approval. Vacation requests cannot be submitted until after an agent graduates from training, and no vacations will be approved until after an Agent has worked on the program for 30 days. A minimum 9-month commitment to working this shift and program is required.

Work Requirements

  • Legally able work in the United States High School Diploma or equivalent
  • High School Diploma or equivalent
  • 18 years or older


Background Check and Credit Check

  • A successful result of a credit and background check is a contingency of the job offer. Most of the cost is covered by Alpine Access however a $45 flat fee is required to be paid by the CCP, upon job offer. The $45 is payable by credit or debit card through a secure, web-based system. The $45.00 fee is non-refundable


System Requirements

  • Required to purchase a USB VOIP headset prior to day 1 of training.
  • High Speed Internet: DSL or Cable (no wireless or satellite ISPs allowed)
  • High Resolution Monitor (1024X768)
  • Corded Telephone headset with noise-canceling microphone that plugs into a corded land-line telephone for production calls
  • Landline phone line (No VoIP)
  • Windows XP (Home, Professional, Media Edition), Vista or Windows 7
  • Internet Explorer 7

Windows XP – Service pack 2 installed (required)

  • 1 GB RAM (at least 30% Free)
  • Minimum 1 GB free hard drive disk space available for required training downloads
  • 1 GHz Processor or higher
  • Monitor with minimum screen resolution of 1024×768 (1280×1024 Recommended)
  • Sound card and speakers to listen to audio files
  • Subscription to current Anti-Virus and Anti-Spyware Software service that gives current updated definitions

Windows Vista Basic

  • 1 GB RAM (at least 30% Free)
  • Minimum 15 GB free hard drive disk space available for required training downloads
  • 1.5 GHz Processor or higher
  • Monitor with minimum screen resolution of 1024×768 (1280×1024 Recommended)
  • Sound card and speakers to listen to audio files
  • Subscription to current Anti-Virus and Anti-Spyware Software service that gives current updated definitions

Windows Vista Premium/Business/Ultimate/Windows 7

  • 2 GB RAM (at least 30% Free)
  • Minimum 15 GB free hard drive disk space available for required training downloads
  • 1.5 GHz Processor or higher
  • Monitor with minimum screen resolution of 1024×768 (1280×1024 Recommended)
  • Sound card and speakers to listen to audio files
  • Subscription to current Anti-Virus and Anti-Spyware Software service that gives current updated definitions

Training

Program Training is conducted in a virtual classroom with a USB Headset. Program Training will be from 4/12 8:30 am-4:30 pm and 4/13 – 4/20 8:30 – 2:30 pm  Monday-Friday Mountain time. CCP’s will be invited to sign up for program specific training when and if new hire paperwork and screens(background and credit) are approved.

Production Pay Rate – $9/hour

Training Pay Rate – your state’s minimum wage

Information provided is for general information only and is subject to change.

Time Off Requirements

Time off/vacations can be requested after graduation from training. The time off being requested is required to be 30 days after the end of the nesting period. Time off/vacation is a request and is subject to manager’s approval. No time off will be approved during training, nesting or the first 30 days working on the program.

Alpine Access is an equal opportunity employer.

The following link should take you directly to the application page:

https://admissions.alpineaccessu.com/admissions/reg/login/

However if that link does not work for you please visit our company website at http://www.alpineaccess.com/ and click on “Apply.”

Either way this will walk you through the process to begin applying for the position.

Access is an equal opportunity employer.

You must reside in the United States in one of the following states to apply:  AL, AR, AZ, CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MD, MI, MN, MS, NE, NV, NJ, NY, NC, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY.

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