Member Services Specialist – Call Center & Upsell

AAA Western and Central New York; United States; Remote; USD 27,552 - 28,929; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life and AD&D insurance

Flexible work schedules

401(k) with company match

Health Spending Accounts

Flexible Spending Accounts

Short-term & Long-term disability

Paid time off

Tuition reimbursement & training

AAA membership & travel discounts

Paid Volunteer Time Off

Job summary

AAA Western and Central New York is seeking an Associate to deliver superior member service across multiple call types, ensuring accurate, compliant responses. You will promote AAA offerings, assist with billing and renewals, and help maintain high satisfaction in a fast-paced center.

The role emphasizes empathy, problem solving, and teamwork, with flexible schedules and opportunities for growth within a trusted service provider.

Qualifications

• Equivalent experience will be considered in lieu of degree.
• Competency navigating multiple computer systems and applications while handling live member interactions.
• Ability to read, interpret, and apply written instructions, maps, and procedural documentation.
• Demonstrated problem-solving skills with calm, professional, solution-focused demeanor.
• Ability to perform in a fast-paced, high-volume contact center environment.
• Strong attention to detail ensuring accuracy, compliance, and quality standards.

Responsibilities

• 30% Efficiency & Quality: proficiency across all skilled call types and adherence to procedures for accurate, compliant interactions.
• 25% Productivity & Adherence: meet schedule adherence, call availability, training participation, and attendance expectations.
• 25% Sales Per Call & Revenue Growth: educate members on AAA benefits, promote offerings, explain pricing and features to drive purchases.
• 10% Convenience Billing & Retention Support: explain automatic renewal benefits and enrollment steps clearly.
• 10% Voice of the Member & Member Experience: demonstrate AAA Core Values, listen to feedback, resolve concerns with high-quality service.

Skills

Customer service

Communication

Multitasking

Problem solving

Time management

Attention to detail

Sales awareness

Education

Equivalent experience considered in lieu of degree

Job description

AAA Western and Central New York is seeking an Associate to deliver superior member service across multiple call types, ensuring accurate, compliant responses. You will promote AAA offerings, assist with billing and renewals, and help maintain high satisfaction in a fast-paced center.

The role emphasizes empathy, problem solving, and teamwork, with flexible schedules and opportunities for growth within a trusted service provider.