Member Services Call Center – Representative/Member Relations

About the position

Join an organization with over 120 years of reliability in helping people get where they’re going. There are full-time and part-time positions available. This is a combined role with Call Center Representative responsibilities and member relations, offering a unique opportunity to engage directly with our members while supporting operational excellence. If you're passionate about delivering outstanding member service and thrive in a fast-paced setting, we’d love to hear from you! AAA is there for our members in their time of need every day and every night, including holidays. Current shift available includes: days, weekends, and holidays. Hybrid remote work may become available after 8 weeks in our offices. The hybrid schedule could consist of 3 days remotely and 2 shifts in our offices. Primary Objective The position plays a key role in our call center, handling incoming calls from members seeking roadside assistance or membership information. This individual assesses emergency situations and coordinates with roadside assistance providers to ensure timely service. The role requires delivering exceptional customer service, resolving member issues, and promoting the value of membership benefits. Once fully trained in call center functions, additional responsibilities will include handling member claims related to damages and reimbursements, as well as addressing member complaints with professionalism and care.

Responsibilities

• Ensures delivery of excellent customer service to members contacting the call center, coordinating with internal and external partners to resolve inquires.
• First point of customer contact for emergency road service and membership calls.
• Confer with customers by telephone or in person in order to provide information about services, to include purchase of or renewal of membership, or to obtain details of complaints.
• Assess 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 offered.
• Explains membership benefits and, if applicable, 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 the Fleet Supervisor for damage assessment. Coordinates documentation process and apprises member of status. Interacts with national AAA on investigations requiring their involvement.
• Responds to member questions regarding roadside assistance.
• Correspond with other AAA clubs to request and send service call details on escalated reciprocal calls.
• Investigates complaints from members requesting follow-up regarding service.
• Reviews prior day calls for excessive wait times and sends apology letters to members when appropriate.

Requirements

• Previous experience in a call center environment
• Experience processing claims
• Good understanding of the four-county service area (Camden, Gloucester, Cumberland, and Salem County)
• Must have 5 years of related experience in a business environment
• Excellent Customer Service and interpersonal Skills
• Computer Skills: 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

Nice-to-haves

• Automotive background a plus
• Bilingual a plus

Benefits

• A competitive starting rate of \$18.00 per hour.
• Quarterly incentive bonus
• Annual performance-based bonus
• Generous PTO (Paid Time Off)
• Paid Company Holidays
• 401(k) plan with company match
• Affordable Medical, Dental, Vision, and Prescription Coverage
• Employer provided basic life insurance and long-term disability coverages
• Employer provided AAA membership
• Tuition Reimbursement