Lead Member Specialist - Support Center

AAA Central Penn•Harrisburg, PA

4d•Onsite

About The Position

The Lead Member Specialist supports all areas of the Support Center, including Membership Services, Inbound Roadside Assistance, and Dispatch operations. The Lead Member Specialist serves as a frontline leader, mentor, and subject matter expert, ensuring exceptional member service, efficient operations, and adherence to AAA Central Penn standards. This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions. The ability to attend in office meetings and trainings at our Harrisburg, PA branch is required.

Requirements

High school diploma or GED and a minimum of two years of customer service experience, or an equivalent combination of education and experience.
Strong working knowledge of Membership Services, Roadside Assistance, Dispatch operations, Club products, and services.
Communication skills with the ability to effectively communicate through multiple channels, including telephone, email, text, and live agent chat.
Superior active listening skills with the ability to interpret and process verbal information, ask probing questions for clarity, and ensure that all key information is accurately obtained and conveyed.
Ability to adapt to changes in the work environment and adjust to changing business requirements and priorities.
Ability to acquire, retain, and assimilate knowledge and skills across multiple areas of responsibility.
Possesses technical aptitude with the ability to effectively utilize multiple computer systems and applications simultaneously.
Ability to detect issues, identify alternatives, and make sound logical decisions while delivering an exceptional member experience.
Strong organizational, problem-solving, and decision-making skills.

Nice To Haves

Previous contact center, dispatch, lead, or supervisory experience is preferred.

Responsibilities

Leads and assists the team, serving as a mentor and role model, demonstrating AAACP's "one-call resolution" philosophy; guides the team to achieve goals; answers questions and provides training to new employees.
Serves as a ready, knowledge-based resource for programs, products, services, roadside assistance, dispatch operations, membership services, and customer inquiries.
Makes appropriate decisions and applies company policies, procedures, and quality standards.
Responds to and resolves escalated customer concerns, making reasonable exceptions when appropriate for the purpose of improving the member experience.
Dispatches service requests, including communicating vehicle problems, locations, special circumstances, and other pertinent details to service providers, while assisting with problem resolution as needed.
Prioritizes requests based on various criteria, including safety, expedience, weather, traffic, and service availability, maximizing the effectiveness of available resources while ensuring safety-related issues receive the highest priority.
Performs the complete roadside assistance experience, providing necessary follow-up, feedback, and member communication.
Advises members regarding problem resolution, safety-related issues, covered benefits, service alternatives during extreme weather conditions, obtaining repair services, and applicable charges.
Monitors daily activity using the Club's business management systems; ensures metric reports are updated daily and transaction records are completed properly.
Monitors queues and service levels, alerting leadership when performance falls below expectations and ensuring Club resources are utilized efficiently and effectively.
Accurately gathers, documents, and communicates information clearly and concisely.
Handles roadside assistance requests, demonstrating care, empathy, professionalism, and a sense of urgency appropriate to the circumstances of each request.
Processes membership sales, membership renewals, automatic renewals, upgrades, and general account maintenance.
Assists members with questions regarding AAA products, services, and benefits and identifies opportunities to enhance the member experience.
Handles AAACP Travel Agency requests and appropriately directs clients to a Travel Agent.
Assists members with domestic hotel and car rental reservations.
Handles AAACP Insurance Agency requests and appropriately directs clients to licensed agents in accordance with applicable regulations.
Handles Driving School inquiries and enrollments, answering questions and directing customers appropriately.
Supports cross-training initiatives and maintains proficiency across Membership Services, Inbound Roadside Assistance, and Dispatch functions.
Performs other duties as assigned.

Benefits

Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO.
1 personal day.
8 paid company holidays including Christmas Eve and New Year’s Eve.
Medical, Dental, and Vision benefits.
Health Savings Account (with employer contribution) and Flexible Spending Account options.
401(k) with up to 6% company matching, plus you are fully vested upon your first contribution.
Life Insurance and Long Term Disability at no out of check cost to our team.
Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events.
Tuition Reimbursement.
Free AAA Premier Membership.
Discounts and perks including travel, branch services, car batteries, and more!