Member Services Representative

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. The ability to have a flexible work schedule is a must, including evening and weekend availability.

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.

Days and Hours of Work: Hours of operation for this role are between 6:00 AM and 11:00 PM, and shifts will be scheduled anytime within these hours, 7 days a week. Our shifts are between 3 and 8 hours, with the option of working split shifts. Please note that our peak times are Monday – Friday during the day; availability during these times is a requirement of the role. 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 2 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 are required to be eligible for the position.
 

Position Requirements:

• Open availability that allows a minimum of 16 hours per week.
• Available for one Saturday or Sunday shift per week (or available for both Saturday and Sunday one week, then off the next weekend).
• Available to attend all training classes, Monday to Friday, 8:30 am - 4:30 pm.
• Available for onsite equipment pickup. 
• 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 MOVES YOU

• You’re the ultimate “people whisperer” – you can diffuse even the most stressful situations with your warmth and friendliness.
• You understand that part of being a strong communicator means being a great listener and asking the right questions.
• When it comes to providing a superior customer experience, you’re all about exceeding expectations. Not only do you excel at meeting peoples’ needs, you’re able to anticipate them.
• You love the idea of being able to help people and make a difference in their day.
• You can multi-task like nobody’s business without missing a beat or a single detail.
• You enjoy being part of a team and working in a dynamic, fast-paced environment.
• You love the idea of being on the phone all day—it's your teenage dream come true! (Ditto for getting to wear sweatpants to work every day).

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 winter time) 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.

WORK MODEL:

We thank all applicants for their interest; however, only those selected for an interview will be contacted.