AAA Lead Customer Service Representative (Remote)

AAA Central Penn • Harrisburg, PA

2d • Remote

About The Position

Join a trusted organization with a 100-year legacy of serving members and become part of a team that's committed to making a difference every day. As a Lead Member Specialist, you'll do more than assist members. You'll serve as a frontline leader, coach, and subject matter expert, helping to drive exceptional service while supporting the day-to-day operations of our Support Center. This is a high-demand role that offers the opportunity to make an immediate impact, develop your leadership skills, and contribute to the success of a well-respected company known for putting its members and employees first.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer service experience.
• Strong communication skills with the ability to assist customers by phone, email, text, and chat.
• Comfortable working in a fast-paced environment and adapting to changing priorities.
• Ability to learn and support multiple business areas, including Membership Services, Roadside Assistance, and Dispatch.
• Strong computer skills with the ability to navigate multiple systems and applications at the same time.
• Highly organized with strong attention to detail and a commitment to accuracy.

Nice To Haves

• Call center, dispatch, leadership, or supervisory experience is a plus.

Responsibilities

• Lead, mentor, and support a team of Member Specialists by answering questions, sharing knowledge, and helping drive success.
• Deliver exceptional customer service by assisting members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries.
• Serve as a subject matter expert and resource for products, services, policies, and procedures.
• Handle escalated member concerns with professionalism, empathy, and a focus on positive resolutions.
• Coordinate roadside assistance requests, ensuring members receive timely support and clear communication throughout the service experience.
• Monitor service levels and operational performance to help ensure an efficient, high-quality customer experience.
• Process membership sales, renewals, upgrades, and account updates while identifying opportunities to enhance the member experience.
• Assist with hotel and car rental reservations and connect members with Travel, Insurance, and Driving School specialists as needed.
• Support cross-training initiatives and maintain expertise across Membership Services, Roadside Assistance, and Dispatch operations.

Benefits

• Generous, front-loaded PTO
• 1 personal day for added flexibility
• 8 paid holidays, including Christmas Eve and New Year’s Eve
• Comprehensive health coverage including Medical, Dental, and Vision insurance
• Health Savings Account (HSA) with employer contributions
• Flexible Spending Accounts (FSA)
• 401(k) with up to 6% company match—fully vested from day one
• Company-paid protection with Life Insurance and Long-Term Disability coverage
• Earn up to 3 additional PTO days each year for volunteering and participating in AAA Cares events
• Tuition Reimbursement
• Exclusive AAA perks, including a free AAA Premier Membership and discounts on travel, automotive services, batteries, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED