Bring your customer service experience to AAA!Join AAA Washington and enjoy working for a nationally recognized company in business for more than 100 years. We are looking for dedicated individuals with strong customer service, problem-solving, and communication skills to help our members. This role is the first point of contact with our members requesting roadside assistance and membership questions.We currently have full-time positions open for a remote role in our Member Services Call Center. You must reside in Washington or Idaho to be considered.WHAT YOU’LL DO:
Responsible for analyzing customer requests and determining if the request is eligible based on customer account.
Identify members’ needs, manage the interaction, and provide customer service in the resolution of customer inquiries.
Perform basic troubleshooting for customers’ technical issues as needed.
Utilize customer service standards and membership policies, exercising discretion, when necessary, to meet volume expectations.
Perform business retention activities, including educating customers and members on product and service offerings.
Escalate customer issues as needed to manager/supervisor and respective administrative department.
Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
Incorporates AAA’s vision, mission, and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission, and values.
REQUIRED SKILLS:
Ability to understand Washington road systems and read maps.
Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress.
Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction.
Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
Ability to notice discrepancies and inconsistencies in available information.
Ability to establish and maintain cooperative working relationships.
Skilled in establishing rapport and gaining the trust of others.
DESIRED SKILLS:
Skilled in providing customer service on multiple channels, including voice and email to field various types of calls.
Ability to serve as a subject matter expert on self-service options on AAA Washington’s website and mobile application platforms.
Experience serving as a mentor to team members and providing guidance for escalated issues and coaching.
MINIMUM QUALIFICATIONS FOR LEVEL I:
High School diploma or GED
1+ year experience in a customer service role
MINIMUM QUALIFICATIONS FOR LEVEL II:
High School diploma or GED
2+ year experience in a customer service role
MINIMUM QUALIFICATIONS FOR LEVEL III:
High School diploma or GED
4+ year experience in a customer service role
PREFERRED QUALIFICATIONS:Experience working in a call center environmentExperience working in a 24/7 environmentPOSITION LOGISTICS:The training period is 5 weeks and provided in a virtual environment.Your work schedule during the first 5 weeks of training is Monday – Friday 8 am to 430 pm.Upon completion of training, you will be assigned a 1st or 2nd shift that could be any day of the week, though you will always have two days off in a row.BENEFITS INCLUDE:Health insurance (medical, vision, prescription drug, and dental)Up to 22 days of Paid Time Off in the first year for vacation or sick leaveEleven paid holidays, including MLK and Juneteenth401(k) with Employer MatchLife and LTD insuranceFlexible Spending AccountsTravel, Insurance, and Membership Discounts4 hours of Volunteer Time Off every yearFree Premier RV AAA Washington membershipSALARY RANGELevel I: $18.41 – $22.55 per hourLevel II: $20.63 – $25.27 per hourLevel III: $22.60 – $28.54 per hourNOTIFICATIONSAAA Washington is committed to hiring and retaining diverse and inclusive staff.We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.AAA Washington is a drug-free workplace.
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