Member Escalations Specialist

Aaa-Northeast; Providence (RI); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Free AAA membership

Tuition reimbursement

Wellness incentives

Job summary

AAA Northeast is seeking a dedicated member advocate to respond to and interpret company procedures, aiming to delight members. The role requires handling sensitive interactions with patience, logging workflows, and determining reimbursements per policy.

A high school diploma and 1+ year of brand-focused customer service are required, with bilingual translation assessment for eligible staff. Join a legacy organization with strong benefits and opportunities for career growth.

Qualifications

• Requires 1+ year of customer service experience in a brand-focused company.
• Handles customer escalations for dissatisfaction with products/services.
• Bilingual roles require passing a translation assessment during pre-hire screening.

Responsibilities

• Address formalized member complaints from all areas of the Club.
• Maintain logs of workflow, member complaints, and station complaint book.
• Determine reimbursements in accordance with policies.
• Ensure timely acknowledgement and resolution of complaints.

Skills

Customer service

Escalation handling

Bilingual capability

Translation assessment

Education

High School Diploma or GED

Job description

Serves as a member advocate when researching, responding to, or interpreting company procedures or policies with the goal of delighting our valuable members. The nature of these interactions can be highly sensitive and require patience and special handling.What you will do:For bilingual roles, all responsibilities must be able to be completed in both English and target language. Address formalized complaints from all areas of the Club, encompassing a range of situations that members encounter both from a sales and service aspect.Meets local and national quality standards for the timely acknowledgement and resolution of complaints.Determines reimbursements in accordance with established policies.Maintains accurate logs of workflow, records of member complaints, and station complaint book.Keeps abreast of new programs, changes in current programs, and/or changes in existing policies and procedures.What You Will NeedHigh School Diploma or GED required1+ years Customer service experience in a brand focused company required and1+ years Handling customer escalations for dissatisfaction with products/services requiredIf for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy RequiredWhy AAA NortheastCareer Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.What We OfferAward-Winning: We’ve been named as a Top Employer for the last 7 yearsHealth Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay periodPaid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annuallyAdditional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.