Member Service Representative

at  Alberta Motor Association

YOUR favourite PLACE TO BE IS ONE STEP ahead.
YOU’RE ALL ABOUT going THAT extra MILE TO help OTHERS.
Posted: 2024-09-24
Closing: Until Filled
Location: Remote (Work from Home)
How many times have people said to you, “You’re such a good listener”? Or “I knew I could count on you”? You’re the person your friends and family turn to when there’s a crisis because they know that you’ll calmly guide them through the storm. When our members are in difficult and stressful roadside situations, they want to know that they’re in good hands – they want to speak to someone who knows exactly how to get them the help they need, when they need it. It’s exactly these qualities that we’re looking for in a Member Services Representative for our 24/7 Roadside Assistance team.
At AMA, our brand is important to us, and we set the bar for supporting our members. Providing a first-class member experience is the hallmark of working for AMA. We only hire the best and provide a competitive wage with flexible hours and the possibility for future growth and development for our Member Service Representatives. The ideal candidates will have strong customer service & communication skills to provide excellent over-the-phone member experience and will possess an outgoing personality with a positive attitude in conjunction with the ability to be a team player.
Business Unit: Roadside Assistance
Position Type: Auxiliary/Casual
Days and Hours of Work:
This position requires the availability to work Mondays, Fridays and 1 weekend shift (either Saturday or Sunday). Hours of operation for this role are between 7:00 AM and 11:00 PM, shifts are between 3 and 8 hours, with the option of working split shifts. The total number of hours of work will vary and are dependent on business needs. There are no guaranteed hours/shifts; however, once you provide us with your availability, we will do our best to meet that. We request a minimum of 16 hours per week with an open availability that allows this to be met each week. Plus, for your convenience, you’ll get your schedule at least 3 weeks ahead of time, and the option to pick up shifts from your coworkers.
Setting: This position allows you to work from home. Given the high volume and fast pace of the role, your at home workspace needs to be a dedicated one that is free of any distractions. You will also have access to information that must be kept confidential, so a private space is necessary to ensure the safety and security of all our members.
Training: Training is paid, full-time, can be done remotely, and provided through our in-house online training system combined with facilitator lead training. Classes are from 8:30 am to 4:30 pm, Monday to Friday. Attendance for all dates is required to be eligible for the position.
Training Classes: October 28th – November 15th.

Position Requirements:

• Open availability that allows a minimum of 16 hours per week.

• Available for one Saturday or Sunday shift per week.

• Available to attend all training classes, Monday to Friday, 8:30 am - 4:30 pm from October 28th – November 15th.

• Available for onsite equipment pickup at Edmonton South Administration Building or Calgary Main Building.

• Private and secure dedicated home office space with stable internet and free of any distractions.
• A Smartphone device (Apple or Android) for two-factor authentication and stable, high-speed internet.
• Able to pass a Canadian Criminal Record Check.

WHAT YOU’LL DO

• Report to the Supervisor, Member Rescue.
• Act as one of the first points of contact for our members when they call for roadside assistance.
• Respond to high volume inbound calls for roadside assistance.
• Record member information thoroughly and correctly.
• Accurately identify call locations and assign calls accordingly.
• Use your strong geographical skills to process road service requests accurately and efficiently.
• Know exactly what kind of support is required for priority calls.
• Stay on top of our AMA products and services, as well as Roadside Assistance services and systems.
• Learn and understand AMA’s membership offerings to educate and inform members of their coverage and costs.
• Work a variety of shifts (we need our MSR’s mostly in the evenings and weekends, especially during the wintertime) as we’re open 24/7 and be able to sit for extended periods of time.

WHAT YOU’VE DONE

• You have a high school diploma.
• You have previous customer service experience, preferably in a call centre environment.
• Your ability to communicate clearly and with a smile in your voice is equally matched by your excellent telephone etiquette and professionalism.
• You know your way around a computer and you’re comfortable learning new applications and systems.
• Bonus points if you have previous work experience using mapping software!
• You will be able to pass a Canadian Criminal Record Check.
• You are available to work a variety of shifts as we are open extended hours and are able to sit for extended periods of time.