Member Specialist- Support Center- Central Pennsylvania -Remote

At AAA Central Penn, we exist for our members and will judge everything we do by how well it serves their needs. We also strive to provide the same high-quality care and support to our team members. Whether it is through our recognition programs, engagement opportunities, or working as a team to help better our community, we love what we do and want our team members to have FUN at work. We work hard to serve our members, but we also work hard to make sure our team members are taken care of and have an inclusive, open, and flexible work culture.

Team Member Focused Benefits

• Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO. 
• 1 personal day.
• 8 paid company holidays including Christmas Eve and New Year’s Eve.
• Medical, Dental, and Vision benefits.
• Health Savings Account (with employer contribution) and Flexible Spending Account options. 
• 401(k) with up to 6% company matching, plus you are fully vested upon your first contribution.
• Life Insurance and Long Term Disability at no out of check cost to our team.
• Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events. 
• Tuition Reimbursement.
• Free AAA Premier Membership.
• Discounts and perks including travel, branch services, car batteries, and more! 

The primary role of the Member Specialist – Support Center is to receive and handle customer contacts including inquiries, service requests, and sales related transactions using multiple communication channels and appropriately promoting all AAA products and services, providing a personalized and engaged client experience every time. 

This is a remote position based in Harrisburg, Pennsylvania at our Progress branch. Mandatory in office meetings and trainings take place several times per year. These occur on weekdays during regular business hours. 

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

Essential Functions:

• Handling every transaction and response in a professional, positive, and courteous manner in accordance to established guidelines pertaining to service levels, utilizing AAACP’s “one-call” resolution service philosophy.
• Properly utilizing all AAACP’s business systems and resources to provide exemplary service.
• Accurately and appropriately gathering, documenting, and communicating information clearly and concisely.
• Handles Roadside Assistance requests, demonstrating caring, empathy, and a proper sense of urgency appropriate to the unique circumstances of each request.
• Dispatches requests including an explanation of the situation, vehicle problem, location, etc., and otherwise assists service providers to solve problems.
• Prioritizes requests based on various criteria (safety, expedience, weather, traffic, etc.) maximizing the effectiveness of available assets ensuring safety-related issues are the highest priority and that police or other emergency situations are handled appropriately as circumstances warrant.
• Manages the complete roadside assistance experience, providing necessary follow-up and feedback.
• Advises customers about problem resolution, safety-related issues, covered benefits, service alternatives during extreme weather, obtaining repair service, and additional charges that may apply.
• Processing membership sales, membership renewals, automatic renewals, and general account maintenance.
• Accurately processing credit card transactions.
• Processing detailed routing requests (aka. TripTik) from members according to their preferences.
• Handles AAACP Travel Agency requests, and appropriately directing clients to an agent
• Assist members with domestic hotel and car reservations.
• Handles AAACP’s Insurance Agency requests, and appropriately directing clients to licensed agents as required by associated government and industry regulations.
• Handles Driving Training requests and enrollment.  Answering questions and appropriately directing them to the driving school. 
• Achieving performance, service, and sales goals; accepts coaching and follows instructions from the leadership and management teams.

Experience, Knowledge, Skills, and Abilities:  

• High school diploma or equivalent. 
• Previous customer service
• Call center or dispatch experience preferred. 
• Superior active listening skills with the ability to interpret and process verbal information, ask probing questions, ensure that all key information is accurately obtained.
• Ability to quickly adapt to changes in a fast-paced work environment. 
• Ability to communicate through multiple channels, including phone, email, and live agent chat.
• Possesses technical aptitude with the ability to utilize multiple computer systems simultaneously.
• Ability to detect issues, identify alternatives, and make logical decisions to deliver an exceptional customer experience.
• This is a remote-work position and internet connectivity is required.

About AAA of Central Pennsylvania

For over 100 years the name AAA has been synonymous with exceptional service. Whether it be roadside assistance, travel, financial products, or insurance nationally we have over 60 million members who appreciate the value and peace of mind that our services provide.  Come join our team and be a part of the AAA legacy! 

Work Culture 

Here at AAA Central Penn, we value our sense of community which is evident in the events planned throughout the year. We value diversity and create an environment where everyone can be their true selves and every voice matters.

AAA Cares:  AAA Central Penn has a proud tradition of supporting local non-profit organizations that have a positive community impact. In fact, commitment to the community is one of our core values that guide our efforts to meet the needs of members and the communities we serve. AAA Cares promotes volunteerism and rewards team members with volunteer activity. The initiative is team member-driven, team-spirited, and solidly supported by AAA Central Penn leadership.

Employee Engagement Activities:  We love what we do and we’re proud of our team. We recognize birthdays and employee anniversaries. We also have quarterly and annual recognition events, contests and trivia, an annual company-wide event, and many other opportunities to share our appreciation. Not only is this company-wide, but individual departments and offices as well. We also have opportunities to be involved with various committees that focus on topics like employee safety, wellness, and engagement.