Call Center Membership Representative

This is a fully remote position, open to applicants in New York.

📋 Description

• Exhibit expertise across all call types, including membership services, inquiries related to ERS, and various relevant product offerings.

• Adhere to established procedures for call handling, workflows, and system navigation during every interaction to ensure precision, compliance, and uniformity.

• Effectively leverage available resources and tools to resolve member inquiries promptly.

• Maintain a low rate of reported errors by following required processes, documentation standards, and verification protocols.

• Adapt swiftly to fluctuations in call volume, complexity, and system upgrades while sustaining quality performance.

• Regularly meet or surpass departmental benchmarks concerning schedule adherence, call availability, training participation, and overall productivity.

• Manage breaks, lunch, and training periods accurately to ensure preparedness for scheduled calls.

• Comply with all policies and procedures regarding the appropriate use of off-queue and activity codes, timely return to the queue after breaks or auxiliary tasks, and attendance notifications, including PTO requests.

• Take responsibility for time management and availability to meet member demands.

• Inform members about AAA membership benefits, products, and services through needs-based conversations that enhance the interaction's value.

• Recognize opportunities to promote additional AAA offerings, upgrades, or enhancements that align with member needs.

• Clearly articulate pricing, features, and benefits to address objections and facilitate informed purchasing decisions.

• Effectively close sales and consistently meet or exceed the departmental Sales per Call targets.

• Communicate the advantages and convenience of automatic renewal through Convenience Billing to aid in member retention and ensure uninterrupted service.

• Provide clear explanations of billing options, enrollment procedures, and account management details.

• Ensure billing conversations are accurate, clear, and compliant with established policies.

• Embody AAA Core Values in all interactions through professionalism, empathy, and respect.

• Resolve member concerns effectively utilizing problem-solving skills and aim for first contact resolution whenever feasible.

• Actively listen to member feedback and appropriately escalate concerns when necessary.

• Maintain comprehensive knowledge of products and services to ensure accurate information delivery and high-quality service.

⛳️ Requirements

• Equivalent experience may be considered in place of a degree.

• Proficiency in effectively navigating multiple computer systems and applications concurrently while managing live member interactions.

• Ability to read, interpret, and implement written instructions, policies, maps, and procedural documentation.

• Proven problem-solving skills, with the ability to remain calm, professional, and focused on solutions while addressing member concerns.

• Capacity to perform effectively in a fast-paced, high-volume contact center environment where call volume and complexity frequently change.

• Strong attention to detail with a focus on accuracy, compliance, and quality standards.

• Comfortable engaging in needs-based conversations that may encompass sales, retention, and billing discussions.

• Ability to multitask in various areas of the contact center and work weekends, afternoons/evenings, and holidays as business needs require.

🏝️ Benefits

• 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.

• Paid Volunteer Time Off.