Member Service Representative

AAA Western and Central New York; Town of Penfield (NY); Remote; Full time

Job summary

An established industry player is seeking a dedicated Call-Center Member Service Representative to join their remote team. This role focuses on delivering exceptional service to members while promoting various products and services that enhance safety and convenience. The ideal candidate will demonstrate compassion and problem-solving skills, ensuring member satisfaction and loyalty. With a competitive starting pay and a comprehensive benefits package, this position offers a fantastic opportunity for growth within a supportive and recognized workplace. If you are passionate about customer service and eager to make a difference, this role is perfect for you.

Benefits

Medical, Dental, Life and AD&D Insurance

401(k) plan with company match

Health Spending Accounts

Company Paid Disability Insurance

Paid time off

Tuition reimbursement

Company-paid training programs

Qualifications

• High School education required; customer service experience preferred.
• Ability to multitask and navigate multiple systems effectively.

Responsibilities

• Provide excellent member service and promote AAA products.
• Meet or exceed sales goals and maintain call efficiency.

Skills

Customer service

Sales skills

Problem-solving

Multitasking

Computer navigation

Education

High School diploma

Tools

Computer software

Job description

Call-Center Member Service Representative (Remote - Must Reside In Rochester/Finger Lakes Region)

Job Category: Member Contact Center

Requisition Number: MEMBE001525

Posted: April 12, 2025

Employment Type: Full-Time

Location: Remote

Rate: $20.10 USD per hour

Description

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy, and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high-quality automotive, travel, insurance, and other relevant products and services that offer safety, security, peace of mind, value, and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical, Dental, Life and AD&D Insurance
• Pre-Tax & Roth 401(k) plan with company match
• Health Spending Accounts with company contribution & Flexible Spending Accounts
• Company Paid Short-term & Long-term disability
• Paid time off
• Tuition reimbursement & company-paid training programs

Job Responsibilities

• Efficiency: Show proficiency for all skilled call types, especially all Membership and ERS functionality. Demonstrate ability to follow required processes and workflow on every call with minimal reported errors.
• Sales Per Call: Grow AAA membership by effectively educating and explaining the benefits of AAA products and services to promote additional sales. Close sales and meet or exceed outlined departmental Sales Per Call goal(s) consistently.
• Productivity: Consistently meet or exceed department standards related to schedule adherence, training times, break/lunch times, etc. Ensure established policies & protocols are followed, including but not limited to: usage of correct "off queue" codes, timeliness of returning to queue, "Ready to Work", Call Off & PTO request procedures.
• AAR Referrals: Recommend Approved Auto Repair (AAR) centers on all Emergency Roadside Service (ERS) Calls to provide Members with reliable & quality options while meeting or exceeding outlined department AAR referral goals.
• Plus/Premier Membership: Inform Members of advantages of other levels of Membership. Consistently meet or exceed outlined departmental goals by educating Members and making recommendations on Plus/Premier Memberships.
• Voice of the Member: Demonstrate AAA Core Values in every interaction and resolve Member concerns using problem-solving skills/1st contact resolution. Understand AAA products and services to ensure high quality Member service.

Job Specific Requirements

• Working knowledge of computer software and ability to effectively navigate multiple systems.
• Ability to read and interpret instructions, maps, and manuals.
• Must be able to resolve problems and work under pressure to diffuse member concerns.
• Ability to multitask in various areas of the contact center.

Physical Requirements

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, typing, and communicating on the phone.
• Must be able to lift, carry, push, pull a maximum of 25 lbs.

Starting pay rate: $20.10/hr

Qualifications

Education

Required

High School or better.

Experience

Preferred

Customer service and/or sales experience.