Member Escalations Specialist (60463)

AAA Northeast; Providence (RI); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health coverage

Retirement matching

Paid time off

Tuition reimbursement

Wellness incentives

AAA membership

Insurance discounts

Travel discounts

Job summary

AAA Northeast is seeking a member advocate to research, respond to, and interpret procedures with the goal of delighting our members. The role requires patience and handling sensitive interactions across sales and service.

You will manage escalations, ensure timely acknowledgement and resolution, and keep logs while staying updated on program and policy changes that affect member experience.

Qualifications

• High School Diploma or GED required.
• 1+ years Customer service experience in a brand-focused company.
• 1+ years handling customer escalations for dissatisfaction with products/services.
• If for a bilingual job, must pass translation assessment during pre-hire screening.

Responsibilities

• Address formalized complaints from sales and service aspects across the Club.
• Meet local and national quality standards for timely acknowledgement and resolution of complaints.
• Determine reimbursements per established policies.
• Maintain logs of workflow, member complaints, and station complaint book.
• Stay current with new programs, changes in existing policies and procedures.

Skills

Customer service

Escalations handling

Bilingual

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 Need

• High School Diploma or GED required
• 1+ years Customer service experience in a brand focused company required and
• 1+ years Handling customer escalations for dissatisfaction with products/services required
• If 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 Required

Why AAA Northeast

Career 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 Offer

• Award-Winning: We've been named as a Top Employer for the last 7 years
• Health 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 period
• Paid Time off: 3 weeks' vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional 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.