AAA Lead Customer Service Representative (Remote)

AAA Central Penn•Harrisburg, PA

13d•Remote

About The Position

AAA Central Penn is hiring a Lead Customer Service Representative to serve as a frontline leader, coach, and subject matter expert in its Support Center. The role supports day-to-day operations while helping drive exceptional service and assisting members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries. The position is remote, with required attendance at in-office meetings and trainings at the Harrisburg, Pennsylvania branch. The schedule is 6:00 a.m. to 2:30 p.m. and includes every other weekend. This role is considered Essential Duty Personnel and must be worked as scheduled, including weekends and holidays, regardless of weather conditions. Hourly compensation starts at $19.44, with the opportunity to earn a shift differential.

Requirements

High school diploma or equivalent.
At least 2 years of customer service experience.
Strong communication skills and ability to assist customers by phone, email, text, and chat.
Comfort 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, including ability to navigate multiple systems and applications simultaneously.
Strong organization and attention to detail, with a commitment to accuracy.
Ability to attend in-office meetings and trainings at the Harrisburg, Pennsylvania branch.

Nice To Haves

Call center experience.
Dispatch experience.
Leadership or supervisory experience.

Responsibilities

Lead, mentor, and support a team of Member Specialists by answering questions, sharing knowledge, and helping drive success.
Assist 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 professionally and empathetically, focusing on positive resolutions.
Coordinate roadside assistance requests and communicate clearly with members throughout the service experience.
Monitor service levels and operational performance to support an efficient, high-quality customer experience.
Process membership sales, renewals, upgrades, and account updates, 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.
Attend required in-office meetings and trainings at the Harrisburg, Pennsylvania branch.
Work the assigned schedule, including every other weekend and holidays, regardless of weather conditions.

Benefits

Generous, front-loaded PTO and one personal day.
Eight paid holidays, including Christmas Eve and New Year’s Eve.
Medical, dental, and vision insurance.
Health Savings Account (HSA) with employer contributions or Flexible Spending Accounts (FSA).
401(k) with up to 6% company match, fully vested from day one.
Company-paid life insurance and long-term disability coverage.
Opportunity to earn up to 3 additional PTO days each year for volunteering and participating in AAA Cares events.
Tuition reimbursement.
Free AAA Premier Membership.
Discounts on travel, automotive services, batteries, and more.
Opportunity to earn a shift differential.