Member Services Call Center – Representative/Member Relations
Job Overview
Employment Type
Full-time
Part-time
Compensation
Type:
Hourly
Rate:
Range $18.00 - $20.00
Work Schedule
Day Shifts
Weekend Shifts
Benefits
Competitive starting rate
Quarterly Incentive Bonus
Annual performance-based bonus
Paid Time Off
paid company holidays
401(k) plan with Company Match
Medical insurance
Dental Insurance
Vision Insurance
Prescription coverage
basic life insurance
long-term disability coverage
AAA membership
Tuition Reimbursement
Job Description
AAA is a reputable and longstanding organization with over 120 years of history dedicated to providing reliable roadside assistance and travel-related services to its members. Known for its commitment to customer care and operational excellence, AAA serves millions by offering comprehensive support including emergency road service, membership benefits, travel planning, and insurance services. With a focus on community and member satisfaction, AAA has cultivated a trusted brand recognized nationwide for its quality, promptness, and dependability. The company offers both full-time and part-time employment opportunities, with a competitive starting pay rate of $18.00 per hour. The workplace culture emphasizes teamwork, customer-first... Show More
Job Requirements
- Must have 5 years of related experience in a business environment
- previous experience in a call center environment
- experience processing claims
- good understanding of the four-county service area including Camden, Gloucester, Cumberland, and Salem County
- excellent customer service and interpersonal skills
- computer skills including Microsoft Office Suite
- strong communication and telephone skills
- ability to work under pressure
- strong critical thinking and multi-tasking ability
- must be dependable and work well as part of a team
- automotive background a plus
- bilingual a plus
Job Qualifications
- Previous experience in a call center environment
- experience processing claims
- good understanding of the four-county service area including Camden, Gloucester, Cumberland, and Salem County
- excellent customer service and interpersonal skills
- computer skills including Microsoft Office Suite
- strong communication and telephone skills
- strong critical thinking and multi-tasking ability
- dependable and able to work well as part of a team
- automotive background a plus
- bilingual a plus
Job Duties
- Ensures delivery of excellent customer service to members contacting the call center
- coordinates with internal and external partners to resolve inquiries
- first point of customer contact for emergency road service and membership calls
- confer with customers by telephone or in person to provide information about services including purchase or renewal of membership or complaints
- assesses member's needs and identifies the most effective source to ensure timely assistance and appropriate service
- identifies opportunities to cross sell other products, services and promotions
- explains membership benefits and additional charges related to service
- obtains information pertaining to vehicle damage and initiates investigations
- maintains digital records, updates members and coordinates charge backs
- elevates situations requiring investigation to management and fleet supervisor for damage assessment
- coordinates documentation process and apprises member of status
- interacts with national AAA on investigations
- responds to member questions regarding roadside assistance
- corresponds with other AAA clubs on service call details for escalated reciprocal calls
- investigates complaints from members requesting follow-up
- reviews prior day calls for excessive wait times and sends apology letters to members when appropriate
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Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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