Call Center Representative – Membership

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

📋 Description

• Showcase expertise in a variety of call types, encompassing membership services, ERS-related inquiries, and other relevant product offerings.

• Adhere to established call handling protocols, workflows, system navigation guidelines, documentation practices, and verification procedures.

• Utilize available resources and tools to effectively and promptly address member inquiries.

• Achieve department benchmarks for schedule adherence, call availability, training engagement, and productivity levels.

• Oversee procedures related to breaks, lunches, training, off-queue activities, activity codes, call-offs, PTO, and attendance.

• Inform members about AAA membership benefits, products, and services through conversations focused on their needs.

• Encourage the uptake of additional AAA offerings, upgrades, or enhancements that align with member requirements.

• Clarify pricing, features, benefits, billing options, enrollment processes, and account management specifics.

• Close sales and aim to meet or surpass Sales per Call objectives.

• Aid in retention by educating members on Convenience Billing and automatic-renewal options.

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

• Address member issues utilizing problem-solving techniques and strive for first-contact resolution whenever feasible.

• Attend to member feedback and escalate concerns as necessary.

• Maintain comprehensive knowledge of products and services to provide precise, high-quality information.

⛳️ Requirements

• Must reside in the Syracuse/Central 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 taken into account in lieu of a degree.

• Proficiency in navigating multiple computer systems and applications simultaneously while engaging with live members.

• Capability to read, interpret, and apply 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 issues.

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

• Strong attention to detail, committed to accuracy, compliance, and quality standards.

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

• Ability to multitask across different areas of the contact center and work weekends, afternoons/evenings, and holidays as needed by business demands.

• Capacity to carry out routine office tasks, including prolonged computer use, sitting, typing, and phone communication.

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

• No visa sponsorship available, now or in the future.

• High school diploma or equivalent required.

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

• Previous call center experience 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.