Roadside Assistance Consultant

Summary about this job

Detail information about job Roadside Assistance Consultant. Terms and conditions vacancy

• Inbound calls - assisting members in their hour of need
• Eight Mile Plains location
• Day, Evening, Rotational Rosters and some weekend only work!

• Inbound calls - assisting members in their hour of need
• Comprehensive training PLUS free Roadside Assistance and product discounts
• Bring your passion for helping people, quick computer navigation skills & resilience to this opportunity!
• Eight Mile Plains location
• Numerous Full Time, Part Time and Fixed Term opportunities available
• Day, Evening, Rotational Rosters and some weekend only work!
• Must be available to work at least 2 full weekends (both Sat & Sun) in every 4 for all roles
• Up to 2.5 weeks of full time training

RACQ exists to make a positive difference to the lives of our 1.7 million members now and into the future. We embrace the value of a vibrant, diverse and inclusive workforce where the backgrounds, perspectives and life experiences of our employees help us innovate, make better business decisions and better serve our members.  We live by our values of generosity of spirit, being of service, inspiring trust and dedication to excellence and have a real sense of pride in what we do.

Join us during an exciting time of growth. Our vision to create a new force in banking for Queenslanders has further broadened our range of products and services which includes roadside assistance, insurance, travel and lifestyle. 

The role of Roadside Assistance Consultant is to take calls from members who have broken down on the roadside and require assistance in their hour of need. Working quickly and often under pressure, a Consultant must ascertain a member’s location, input data into our database and ensure membership details are current and accurate. Often callers are in dangerous or stressful situations and require a calm, courteous and professional Consultant to reassure them and quickly resolve the situation. Where applicable, relevant roadside services such as tow trucks and patrol officers are then despatched to members so that they are rescued quickly and safely.

We have multiple full and part time roles available working across the following seven-day rosters:

Day Roster:                 6:00am – 6:30pm                                                       

Evening Roster:          Midday – 11:00pm     

Rotational Roster:       5.30am – midnight                                         

These roles fall under our Enterprise Agreement and the hourly rate is fixed at $23.31 plus super (and any relevant shift allowance) until competent rising to $25.07 plus super plus shift allowance following successful completion of the probationary period.

• Take inbound calls from members in their time of need.
• Despatch member assistance calls to patrols.
• Ensure regional breakdown jobs are despatched to the contractors according to geographical location.
• Ensure Members’ personal and vehicle details are accurately up-dated in the database.
• Ensure all RACQ and Contact Centre policies, procedures, standards and guidelines are adhered to.
• Ensure all emergency jobs comply with RACQ procedures.
• Ensure all calls are answered and processed within Contact Centre benchmarks.
• Refer all complex or contentious issues to the Team Leader when necessary.
• Provide Members with information, such as entitlements, benefits and other suitable options.
• Redirect calls to other RACQ Departments when necessary.
• Work in a supportive and structured call centre environment

• Customer Service experience and the ability to solve problems efficiently
• Sound computer and technology skills and the ability to multi task
• Quick and accurate data entry
• Strong listening and communication skills
• Ability to stay calm under pressure
• Enjoy working in a structured environment, sitting for long periods
• Resilient, goal oriented.
• Able to promote our valuable products and services
• Experience in a similar contact centre or customer service role will be highly regarded

Benefits

• Campus work environment with onsite-parking and café
• Free Roadside Assistance and up to 25% off RACQ insurance products
• Access to health and wellbeing benefits, including Employee Assistance Program, yoga, fitness bootcamp and more!
• A wide variety of travel, accommodation, retail and automotive discounts
• Work for an organisation that is always striving to do better and be better
• Be part of a diverse team with a learning culture

Apply directly online and attach your resume and cover letter. Please note, we do not accept third party or emailed applications.

Application close 26 July 2018.

Successful candidates will commence employment on Monday 27 August 2018. 
 

All applicants will be contacted to advise of the outcome of their application. Please keep an eye out for email updates from us. Applicants may be required to complete video interviews, psychometric testing, a health assessment and/or a criminal check. If you have any enquiries not addressed in this advertisement, please email [email protected] and a member of our team will be in touch as soon as possible.