Call-Center Customer Service Representative

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us 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.

Starting rate for Member Service Representatives is $19/hr, plus incentive opportunities. Our benefits package includes, but is not limited to, health and dental insurance, 401(k) plan with competitive match, , fully paid group life insurance, short and long term disability insurance, travel discounts and a free AAA membership.

Job Responsibilities

25% Communication - Provide engaging and friendly member service. Give clear, thorough instructions to ensure complete understanding of the services requested. Actively listen to accurately determine members’ needs.

25% Customer Service - Understand AAA products and services to ensure quality member service. Resolve member concerns using problem solving skills. Demonstrate AAA Core Values in every member interaction.

25% Sales Support - Effectively educate and explain the benefits of AAA products and services to promote additional sales. Grow AAA membership.

25% Technical Knowledge - Effectively utilize AAA systems, following established policies and guidelines to manage and resolve inquiries and issues. Participate in training and testing programs. Demonstrate ability to follow required processes and workflow on every call.

Job Specific Requirements

• Working knowledge of computer software and 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

Experience

• Customer service and/or sales experience

Education

• High School or better