Call Center Representative - Membership (Remote)

AAA Western and Central New York•Town of Amherst, NY

3d•Remote

About The Position

This role is for a Call Center Representative focused on Membership services, operating remotely. The representative will handle various call types including membership services and ERS-related inquiries, ensuring accuracy, compliance, and consistency. A key aspect of the role involves educating members on AAA benefits, products, and services, identifying opportunities for sales and upgrades, and promoting services like Convenience Billing for retention. The representative must demonstrate AAA Core Values, resolve member concerns effectively, and maintain strong product knowledge. The position requires the ability to multitask, work in a fast-paced environment, and adapt to changing demands.

Requirements

Equivalent experience will be considered in lieu of degree
Competency in effectively navigating multiple computer systems and applications simultaneously while handling live member interactions
Ability to read, interpret, and apply written instructions, policies, maps, and procedural documentation
Demonstrated problem-solving skills with the ability to remain calm, professional, and solution-focused while addressing member concerns
Ability to perform effectively in a fast-paced, high-volume contact center environment with frequent changes in call volume and call complexity
Strong attention to detail with a commitment to accuracy, compliance, and quality standards.
Comfortable engaging in needs-based conversations that may include sales, retention, and billing discussions.
Ability to multitask in various areas of the contact center & to work weekends, afternoons/evenings, & holidays as required by business need.
Must reside in the Buffalo/Western New York Region
Availability to work an 8-hour shift between the hours of 9:00 AM – 10:00 PM, Sunday through Thursday or Tuesday through Saturday.

Responsibilities

Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings.
Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency.
Utilize available resources and tools to effectively resolve member inquiries in a timely manner.
Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps.
Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.
Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity.
Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled.
Follow all policies and procedures related to appropriate use of off queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations.
Demonstrate accountability for time management and availability to support member demand.
Educate members on AAA membership benefits, products, and services through needs-based conversations that add value to the interaction.
Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs.
Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions.
Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.
Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service.
Clearly explain billing options, enrollment steps, and account management details.
Ensure billing discussions are accurate, transparent, and compliant with established policies.
Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect.
Resolve member concerns effectively using problem-solving skills and first contact resolution whenever possible.
Actively listen to member feedback and escalate concerns appropriately when necessary.
Maintain strong product and service knowledge to deliver accurate information and high-quality.