Bring your customer service experience to AAA!

Join AAA Washington and be part of a legacy! Enjoy working for a nationally recognized company that has been in business for over a century. We seek individuals with strong customer service, problem-solving, and communication skills to assist our members. This role serves as our members' primary point of contact, handling their requests for roadside assistance and membership questions.

We currently have full-time remote positions available in our Member Services Call Center. You must reside in Washington or Northern Idaho to be eligible for employment.

WHAT YOU'LL DO:

• Responsible for analyzing customer requests and determining if the request is eligible based on customer account.

• Identify members' needs, manage interactions, and provide customer service in resolving member inquiries.

• Perform basic troubleshooting for members' technical issues.

• 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 to the manager/supervisor and respective administrative department as needed.

• 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 members' needs 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 verbally and in writing, including effective 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 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 be 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+ years' experience in a customer service role

PREFERRED QUALIFICATIONS:

• Experience working in a call center environment.

• Experience working in a 24/7 environment.

POSITION LOGISTICS:

• The training period is three weeks and is provided in a virtual environment beginning August 19, 2024.

• Your work schedule during the first three weeks of training is

Monday - Friday 8:30 am to 5:00 pm.

• Upon completion of training, you will be assigned a shift that could be any day of the week, though you will always have two days off in a row.

• We will conduct a shift bid near the end of the year. Your flexibility will be essential, as you may be assigned to either a first or second-shift schedule any day of the week.

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 leave

• Eleven paid holidays, including MLK and Juneteenth

• 401(k) with Employer Match

• Life and LTD insurance

• Flexible Spending Accounts

• Travel, Insurance, and Membership Discounts

• 4 hours of Volunteer Time Off every year

• Free Premier RV AAA Washington membership

SALARY RANGE

Level I: $18.41 - $22.55 per hour.

Level II: $20.63 - $25.27 per hour.

NOTIFICATIONS

AAA 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 State and Northern Idaho service area.

AAA Washington is a drug-free workplace.

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