What are the responsibilities and job description for the Insurance Customer Service Representative (Call Center) position at AAA WCNY?
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
- Flexible work schedules
- 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
- FREE AAA membership & travel / product discounts
Job Responsibilities
| 35% |
Answer Rate: Urgently answer customer requests and be available to assist customers in a timely fashion. Effectively resolve Member and customer concerns in-person or over the phone at the outlined expectations. Demonstrate AAA Core Values in every interaction. |
| 30% |
Adherence: Demonstrate ability to follow required processes and workflows on every call with minimal reported errors. Meet/Exceed outlined standards regarding adherence to assigned schedules & task(s). |
| 25% | Transfer Rate: Display proficiency in job knowledge & ability to problem solve in order to minimize the frequency of transferred customer calls & meet/exceed outlined standards. |
| 10% |
New Members: Offer a Club focused sales approach & continuously promote all Club products/services. Effectively sell AAA memberships to meet/exceed outlined expectations. |
Job Specific Requirements
- Responsible to obtain and maintain the required license or certification in an active status
- Able to display working knowledge of carrier offerings, processes, and requirements
- Ability to work evenings, weekends, & events as required by business need/Leadership directive
- Working knowledge of computer software and ability to effectively navigate multiple systems
- Ability to operate independently and display proficiency in minimization of errors & problem solving
- Must be able to resolve problems and work under pressure to diffuse member concerns
- Work under pressure during periods of high volume
- Ability to multitask in various areas of insurance sales and service
Physical Requirements
- Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
- Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time
- Must be able to lift, carry, push, pull a maximum of 30 lbs
