AAA Lead Customer Service Representative (Remote)

Remote Jobs; Harrisburg (Dauphin County); Remote; USD 22,000 - 31,000; Full time

Benefits offered by this job

Generous PTO

8 paid holidays

Health coverage (Medical, Dental, Vis

401(k) with employer match

Life Insurance

Tuition Reimbursement

AAA Premier Membership and discounts

Job summary

AAA Central Penn is seeking a Lead Member Specialist to mentor a team of Member Specialists and serve as a frontline leader. You will coach staff, handle member inquiries, and coordinate services across Membership, Roadside, and Dispatch operations from our Harrisburg, PA offices.

In this fast-paced role, you will deliver exceptional service, develop leadership skills, and ensure accurate, timely support. The position requires periodic weekend availability and in-office attendance for meetings

Qualifications

• High school diploma or equivalent.
• At least 2 years of customer service experience.
• Strong communication across phone, email, text and chat.
• Ability to learn and support multiple business areas.

Responsibilities

• Lead, mentor, and support a team of Member Specialists by answering questions, sharing knowledge, and helping drive success.
• Deliver exceptional customer service by assisting members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries.
• Serve as a subject matter expert and resource for products, services, policies, and procedures.
• Handle escalated member concerns with professionalism, empathy, and a focus on positive resolutions.
• Coordinate roadside assistance requests, ensuring members receive timely support and clear communication throughout the service experience.
• Monitor service levels and operational performance to help ensure an efficient, high-quality customer experience.
• Process membership sales, renewals, upgrades, and account updates while identifying opportunities to enhance the member experience.
• Assist with hotel and car rental reservations and connect members with Travel, Insurance, and Driving School specialists as needed.
• Support cross-training initiatives and maintain expertise across Membership Services, Roadside Assistance, and Dispatch operations.

Skills

Customer service

Call center

Leadership

Communication

Education

High school diploma

Tools

CRM systems

Job description

Ready to take the lead in a fast-paced, high-impact customer service environment? Join a trusted organization with a 100-year legacy of serving members and become part of a team that's committed to making a difference every day.

As a Lead Member Specialist, you'll do more than assist members. You'll serve as a frontline leader, coach, and subject matter expert, helping to drive exceptional service while supporting the day-to-day operations of our Support Center. This is a high-demand role that offers the opportunity to make an immediate impact, develop your leadership skills, and contribute to the success of a well-respected company known for putting its members and employees first.

Hourly compensation starting at $19.44, plus the opportunity to earn a shift differential.

The schedule for this position is 6am to 2:30pm and includes every other weekend. This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions. The ability to attend in office meetings and trainings at our Harrisburg, PA branch is required.

Why You Will Love Your Job:

• Lead, mentor, and support a team of Member Specialists by answering questions, sharing knowledge, and helping drive success.
• Deliver exceptional customer service by assisting members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries.
• Serve as a subject matter expert and resource for products, services, policies, and procedures.
• Handle escalated member concerns with professionalism, empathy, and a focus on positive resolutions.
• Coordinate roadside assistance requests, ensuring members receive timely support and clear communication throughout the service experience.
• Monitor service levels and operational performance to help ensure an efficient, high-quality customer experience.
• Process membership sales, renewals, upgrades, and account updates while identifying opportunities to enhance the member experience.
• Assist with hotel and car rental reservations and connect members with Travel, Insurance, and Driving School specialists as needed.
• Support cross-training initiatives and maintain expertise across Membership Services, Roadside Assistance, and Dispatch operations.

What You Will Bring:

• High school diploma or equivalent.
• At least 2 years of customer service experience. Call center, dispatch, leadership, or supervisory experience is a plus.
• Strong communication skills with the ability to assist customers by phone, email, text, and chat.
• Comfortable working in a fast-paced environment and adapting to changing priorities.
• Ability to learn and support multiple business areas, including Membership Services, Roadside Assistance, and Dispatch.
• Strong computer skills with the ability to navigate multiple systems and applications at the same time.
• Highly organized with strong attention to detail and a commitment to accuracy.

How AAA Central Penn Supports You:

• Generous, front-loaded PTO-no waiting on accrual to take that vacation, plus 1 personal day for added flexibility.
• Enjoy work-life balance with 8 paid holidays, including Christmas Eve and New Year's Eve.
• Comprehensive health coverage including Medical, Dental, and Vision insurance and a Health Savings Account (HSA) with employer contributions or Flexible Spending Accounts (FSA), to keep you and your family covered.
• Save for today and the future with a 401(k) with up to 6% company match-fully vested from day one.
• Company-paid protection with Life Insurance and Long-Term Disability coverage
• Give back and get rewarded-earn up to 3 additional PTO days each year for volunteering and participating in AAA Cares events.
• Grow your career with Tuition Reimbursement to support your development and advancement.
• Enjoy exclusive AAA perks, including a free AAA Premier Membership and discounts on travel, automotive services, batteries, and more.

AAA Central Penn is proud to be an equal-opportunity employer: EOE/M/F/D/V