Call-Center Member Service Representative (Remote - Must Reside In Rochester/Finger Lakes Region)

Position Overview

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. We seek individuals who demonstrate compassion, empathy and unsurpassed service to help create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

Key Responsibilities

• Efficiency (25%):Show proficiency for all skilled call types, especially all Membership and ERS functionality. Demonstrate ability to follow required processes and workflow on every call with minimal reported errors.
• Sales Per Call (25%):Grow AAA membership by effectively educating and explaining the benefits of AAA products and services to promote additional sales. Close sales and consistently meet or exceed departmental Sales Per Call goals.
• Productivity (20%):Consistently meet or exceed department standards related to schedule adherence, training times, break/lunch times, etc. Follow established policies and protocols including proper "off queue" codes, timeliness in returning to queue, and procedures for "Ready to Work", Call Off and PTO requests.
• AAR Referrals (10%):Recommend Approved Auto Repair (AAR) centers on all Emergency Roadside Service calls to provide Members with reliable, quality options while meeting or exceeding departmental referral goals.
• Plus/Premier Membership (10%):Inform Members of the advantages of other levels of Membership by educating and making recommendations to consistently meet or exceed outlined goals.
• Voice of the Member (10%):Demonstrate AAA Core Values in every interaction by resolving Member concerns with effective problem solving and striving for first contact resolution.

Required Qualifications

• Working knowledge of computer software and the ability to effectively navigate multiple systems.
• Ability to read and interpret instructions, maps and manuals.
• Must be able to resolve problems and work under pressure to diffuse member concerns.
• Ability to work under pressure during periods of high volume.
• Ability to multitask in various areas of the contact center.

Physical Requirements

• Ability to perform routine office tasks including operating a computer for long periods, sitting, typing and communicating on the phone.
• Must be able to lift, carry, push, or pull a maximum of 25 lbs.

Benefits & Perks

• Medical, Dental, Life and AD&D Insurance
• Flexible work schedules
• Pre-Tax & Roth 401(k) plan with company match
• Health Spending Accounts with company contribution & Flexible Spending Accounts
• Company Paid Short-term & Long-term disability
• Paid time off
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel/product discounts

Compensation: $20.10/hr