Member Experience Escalations Specialist

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

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.