What are the responsibilities and job description for the Member Service Representative 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
| 25% |
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. |
| 25% | 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. |
| 20% |
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. |
| 10% | 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. |
| 10% | 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. |
| 10% | 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 work under pressure during periods of high volume.
• 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