Call Center Representative – Membership

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

📋 Description

• Exhibit expertise across various skilled call types, including membership services, ERS-related inquiries, and other relevant product offerings.

• Adhere to call handling protocols, workflows, system navigation standards, documentation requirements, and verification processes.

• Utilize available resources and tools to effectively and accurately resolve member inquiries.

• Adjust to fluctuations in call volume, complexity, and system upgrades while preserving quality standards.

• Fulfill departmental expectations regarding schedule adherence, call availability, training participation, and productivity levels.

• Oversee break, lunch, training, off-queue, attendance, PTO, and call-off activities in accordance with policy guidelines.

• Inform members about AAA membership advantages, products, and services through needs-based dialogues.

• Recognize and promote pertinent AAA offerings, upgrades, and enhancements.

• Articulate pricing, features, and benefits, address objections, and successfully close sales.

• Assist with Convenience Billing enrollment, automatic renewals, billing options, and account management discussions.

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

• Address member concerns using effective problem-solving techniques and strive for first-contact resolution whenever feasible.

• Attend to member feedback and escalate issues as necessary.

• Maintain comprehensive product and service knowledge to deliver accurate, high-quality information.

⛳️ Requirements

• Must reside in the Buffalo/Western New York region.

• Availability to work an 8-hour shift between 9:00 AM and 10:00 PM, Sunday through Thursday or Tuesday through Saturday.

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

• Proficient in effectively navigating multiple computer systems and applications simultaneously while managing live member interactions.

• Capable of reading, interpreting, and applying written instructions, policies, maps, and procedural documentation.

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

• Ability to thrive in a fast-paced, high-volume contact center environment with frequent variations in call volume and complexity.

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

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

• Capable of multitasking in various areas of the contact center and available to work weekends, afternoons/evenings, and holidays as needed by business demands.

• Ability to perform routine office tasks, including extended periods of computer operation, sitting, typing, and communicating via phone.

• Must be able to lift, carry, push, or pull a maximum of 25 lbs.

• This position does not offer visa sponsorship now or in the future.

• High school diploma or equivalent is required.

• 1–2 years of customer service and/or sales experience is required.

• Previous experience in a call center environment is preferred.

🏝️ Benefits

• Medical Insurance

• Health Spending Account (HSA) with company match

• Paid Time Off

• Pre-Tax & Roth 401(k) plan with company match

• Flexible Scheduling & Remote Work Opportunity

• Dental and Vision Insurance

• Life and AD&D Insurance

• Tuition reimbursement & company-paid training programs

• FREE AAA membership & travel/product discounts

• Company Paid Short-term & Long-term disability

• Paid Volunteer Time Off

• Flexible Spending Accounts

• Shift Differential: 2.5% for hours worked between 8 PM - 12 AM, 5% for hours worked between 12 AM - 6 AM

• Incentive Opportunity