AAA Western and Central New York · 1 day ago
Call Center Membership Representative (Remote - Must Reside in Buffalo/WNY Region)
United States
Full-time
Remote
New Grad, Entry Level
$20.10/hr - $20.10/hrAAA Western and Central New York is committed to providing members with a satisfying experience and seeks dedicated Associates for their Member Contact Center. The Call Center Membership Representative will handle membership inquiries, promote AAA products, and ensure high-quality service through effective communication and problem-solving skills.
Consumer Services
Responsibilities
Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings. Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency. Utilize available resources and tools to effectively resolve member inquiries in a timely manner. Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps. Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance
Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity. Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled. Follow all policies and procedures related to appropriate use of off queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations. Demonstrate accountability for time management and availability to support member demand
Educate members on AAA membership benefits, products, and services through needs-based conversations that add value to the interaction. Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs. Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions. Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals
Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service. Clearly explain billing options, enrollment steps, and account management details. Ensure billing discussions are accurate, transparent, and compliant with established policies
Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect. Resolve member concerns effectively using problem-solving skills and first contact resolution whenever possible. Actively listen to member feedback and escalate concerns appropriately when necessary. Maintain strong product and service knowledge to deliver accurate information and high-quality
Qualification
Required
Equivalent experience will be considered in lieu of degree
Competency in effectively navigating multiple computer systems and applications simultaneously while handling live member interactions
Ability to read, interpret, and apply written instructions, policies, maps, and procedural documentation
Demonstrated problem-solving skills with the ability to remain calm, professional, and solution-focused while addressing member concerns
Ability to perform effectively in a fast-paced, high-volume contact center environment with frequent changes in call volume and call complexity
Strong attention to detail with a commitment to accuracy, compliance, and quality standards
Comfortable engaging in needs-based conversations that may include sales, retention, and billing discussions
Ability to multitask in various areas of the contact center & to work weekends, afternoons/evenings, & holidays as required by business need
Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, typing and communicating on the phone
Must be able to lift, carry, push, pull a maximum of 25 lbs
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
Company
AAA Western and Central New York
We are an iconic American organization that’s been around since before you can remember.
Founded in 1900
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tony Spada
President and CEO
Adam Winkworth, MBA, SHRM-CP, FPC
Senior Human Resources Business Partner
Company data provided by crunchbase