Account Executive - Inbound Customer Service Roadside Assistance

Description

At Infinity, we take pride in our commitment to Energy, Excellence and Execution by providing ‘Life Changing Experiences’ for our employees. As a recipient of several prestigious workforce awards from the Detroit Free Press, Des Moines Register and Corridor Business Journal, including the “Top Workplaces Award” and “Coolest Places to Work”, we encourage you to join Infinity’s exceptional workforce and become part of our award-winning culture. We have a casual dress code; a fun break room and we sponsor activities and events that connect employees with each other and give back to our local communities.

Why Work for Infinity?

• We offer a blend of competitive hourly base pay + commission
• We offer paid time off for vacation, personal and sick days; along with 7 paid holidays
• Retirement 401(k) + match after 6-months of employment. 100% vested immediately
• Partnered with best-in-class Blue Cross Blue Shield Health Benefits, eligible for full time employees
• Professional development and career pathing opportunities available – we promote from within
• Our award-winning training program starts day 1 and will be there to support you as you grow
• We have a strong 10X culture that we certify all team members on

Role Overview

The role of the Account Executive – Inbound Customer Service is to provide quick solutions and empathetic responses to consumers, haulers, and fleet businesses that need roadside assistance.

Responsibilities:

• Empathize with customers who are in a high-stress situation
• Handle and address customer and provider questions about billing and registration
• Provide updates to customers, providers, and client’s throughout the dispatch process.
• Keep up to date on growing customer base.
• Uses knowledge of the specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Performs other related duties as assigned.

Supervisory Responsibilities:

• None

Requirements

Ideal Candidate & Qualifications:

• Must be 18 years of age or older to be eligible for this position.
• Type 25+ WPM
• Passion for helping others.
• Proven track record of working in a fast-paced environment.
• Working knowledge of Microsoft Office and Google Maps
• Ability to quickly adapt to several types of calls and issues.
• Excellent communication skills including active listening and showing empathy.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Education and Experience:

• High School Diploma or equivalent preferred.
• 6 months’ customer service experience.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 10 pounds, if necessary.

Responsibilities:

• Outbound calling using a provided lead list
• Identify coverages, eligible coverages and upsell the customer to additional products.
• Accurately disclose terms and conditions to ensure customer comprehension.
• Effectively execute required call strategy, with active listening and excellent customer service skills, to maximize conversion opportunities.
• Utilize strong communication skills, including clear enunciation.
• Willingness to accept constructive feedback and make necessary improvement.
• Meet and exceed all program KPIs.
• Reliable attendance.
• Perform other related duties as assigned.