Call Center Representative – Membership

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

📋 Description

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

• Adhere to established call handling protocols, workflows, and system navigation standards.

• Utilize available resources and tools to address member inquiries accurately and in a timely manner.

• Maintain a low rate of reported errors through necessary processes, documentation, and verification steps.

• Adjust to fluctuations in call volume, complexity, and system improvements while ensuring quality remains high.

• Achieve or surpass standards for schedule adherence, call availability, training participation, and productivity.

• Oversee break, lunch, training, off-queue, activity-code, call-off, PTO, and attendance obligations.

• Inform members about AAA membership benefits, products, and services through needs-based discussions.

• Recognize and advocate for relevant AAA offerings, upgrades, or enhancements.

• Articulate pricing, features, and benefits, overcome objections, and finalize sales.

• Meet or exceed departmental Sales per Call targets.

• Encourage Convenience Billing and automatic renewal to enhance retention and ensure uninterrupted service.

• Clearly explain billing options, enrollment procedures, and account management information in a compliant manner.

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

• Address member concerns using problem-solving skills and first-contact resolution whenever feasible.

• Actively listen to feedback and escalate issues as necessary.

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

⛳️ Requirements

• Must be a resident of the Rochester/Finger Lakes 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 may be considered in lieu of a degree.

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

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

• Proven problem-solving abilities with the capacity to remain calm, professional, and solution-oriented while addressing member issues.

• Capability to perform effectively in a fast-paced, high-volume contact center setting with frequent changes in call volume and complexity.

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

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

• Ability to multitask in various areas of the contact center, including working weekends, afternoons/evenings, and holidays as needed by business requirements.

• Capacity to perform routine office tasks, including operating a computer for extended periods, sitting, typing, and communicating via phone.

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

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

• High school diploma or equivalent required.

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

• Previous experience in a call center environment is preferred.

🏝️ Benefits

• Incentive Opportunity

• 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