Call Center Representative

AAA Washington•Spokane, WA

2d•Remote

About The Position

This is a temporary position, with an expected employment term from June 15-September 15, 2026. This role is responsible for providing customer service and technical assistance to resolve customer needs as part of our inbound call center team, with an emphasis on Emergency Roadside Service. For the training period the work schedule will include only shifts between 8:00 a.m. and 6:00 p.m. After completing training, the role will have various shift times, with some ending as late as 11:30 p.m. The typical work schedule is for 5 consecutive days each week, with two consecutive days off.

Requirements

High School diploma or GED
1+ year experience in customer service role
Competent in Microsoft Office and navigating the internet.
Ability to understand Washington road systems and read maps.
Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress.
Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction.
Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
Ability to notice discrepancies and inconsistencies in available information.
Ability to establish and maintain cooperative working relationships.
Skilled in establishing rapport and gaining the trust of others.

Responsibilities

Responsible for analyzing customer requests and determining if request is eligible based on customer account.
Identify customer’s needs, manage the interaction, and provide customer service in resolution of customer inquiries.
Perform basic troubleshooting for customer’s technical issues as needed.
Utilize customer service standards and membership policies, exercising discretion, when necessary, to meet volume expectations.
Perform business retention activities, including educating customers and members on product and service offerings.
Escalate customer issues as needed to manager/supervisor and respective administrative department.
Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
Incorporates AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values.