American Auto Shield Looking for Customer Service Rep at Miami, FL Full Time

We’re looking for remote Customer Service Reps that are passionate about helping others and want to be part of an incredible, growing organization. One year of call center experience is required for this position.

If you:

• Are service oriented and believe in providing world class service to every call you take
• Know the importance of being an active listener and empathetic when speaking to customers
• Have a positive, can-do attitude that the customers can hear in your voice
• Thrive in a fast-paced and dynamic environment where you’re instrumental to the company’s success
• You love what you do, and it shows every day.

If that grabbed your attention, come grow with us, make an impact and LOVE what you do!

Who We Are:

AAS, Services LLC specializes in Vehicle Service Contract development and automotive claims administration. Our team’s combined industry experience, complemented by our partnerships, allows us to develop and deliver products that provide superior coverage and service. We’re always working to provide the best service for our customers, with the best work environment for our employees who provide that service.

We continue to experience tremendous growth which equates to great opportunities for our loyal employees. Within the past 12 months we have earned more than a 400% increase in new contract volume. Today, we have grown to more than 650 full time employees across multiple states.

Why work for us?

We offer:

• Competitive hourly compensation ($17 -$18/hr.)
• Additional compensation for Spanish bilingual customer service representatives
• A shortened Saturday shift is available (Work for 6 hours & get paid for 8)
• Short-term incentive program based on quarterly goals
• Strong medical, dental, and vision insurance after the first full month of employment, including a monthly spending account for wellness.
• 100% company match, up to 4% of your pay and eligibility to join our 401(k) plan after 90 days
• Vacation/PTO – All new employees will accrue 13 days of PTO the first year
• Flexible working environment
• Equipment for a remote working environment
• An atmosphere where our employees are encouraged to be creative and think outside the box

What You’ll Do:

• Take inbound calls from contract holders. You will follow a standard greeting and information collection process, identify the nature of the call, provide information to callers, and set appropriate expectations.
• Answer the phone within standard service level.
• Handle incoming calls, averaging up to 80 per day
• Collect information from the caller and enter the data into the claims system
• Perform all responsibilities to achieve individual goals for quality, time, and customer satisfaction
• Provide status on existing claims
• Resolve caller issues and refer escalated items to higher levels for guidance
• Research inquiries in order to provide the caller with basic information
• Other duties as assigned

What You Need to Bring:

• A High School Diploma or General Education Degree (GED)
• Minimum 1 year of customer service experience in a call center environment is required
• Experience handling 55-80 inbound calls per day
• Experience de-escalating customer calls through problem solving and effective communication
• Friendly, courteous, service-oriented, flexible, and enjoy working with others.
• Detail-oriented and work effectively under pressure while meeting all applicable deadlines
• Resolve routine problems
• Must be able to multi-task during each call which includes listening to the customers issues, educating the caller, determining next steps, documenting the interaction by typing detailed notes in the claim system while at the same time maintaining an excellent customer experience for the caller
• Ability to read and interpret contracts and coverage pages
• Adhere to the attendance policy
• Working knowledge of the Internet and Microsoft Office Suite (Word, Excel, Outlook)
• Must be able to pass a Computer and Typing Skills assessment
• Hard wired (not Wi-Fi) high speed internet 50 MBPS download/6 MBPS upload
• This position is currently 100% remote but must reside in one of the states below:

• Arizona
• Colorado
• Florida
• Indiana
• Kentucky
• Missouri
• Ohio
• Oklahoma
• Tennessee
• Texas