AAA Lead Customer Service Representative (Remote)

AAA Central Penn • Harrisburg, PA

12d • Remote

About The Position

The Lead Customer Service Representative serves as a frontline leader, coach, and subject matter expert in AAA Central Penn’s Support Center, helping deliver exceptional member service and support daily operations. The role assists members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries; handles escalated concerns; coordinates roadside assistance; and supports service quality and operational performance. The position pays $19.44 per hour starting, with the opportunity to earn a shift differential. The schedule is 6:00 a.m. to 2:30 p.m. and includes every other weekend. This is an Essential Duty Personnel role requiring work as scheduled, including weekends and holidays, regardless of weather conditions. Attendance at in-office meetings and training at the Harrisburg, Pennsylvania branch is required.

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 the ability to navigate multiple systems and applications at the same time.
• Strong organizational skills, attention to detail, and commitment to accuracy.
• Ability to work the stated schedule, including every other weekend and holidays, regardless of weather conditions.
• Ability to attend in-office meetings and training at the Harrisburg, PA branch.

Nice To Haves

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

Responsibilities

• Lead, mentor, and support Member Specialists by answering questions and sharing knowledge.
• Assist members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries.
• Serve as a subject matter expert on products, services, policies, and procedures.
• Handle escalated member concerns professionally and empathetically, seeking 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, and identify 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

• Front-loaded paid time off and one personal day.
• Eight paid holidays, including Christmas Eve and New Year’s Eve.
• Medical, dental, and vision insurance.
• Health Savings Account with employer contributions or Flexible Spending Accounts.
• 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 three additional PTO days annually 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.

What This Job Offers

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