Member Escalations Specialist

AAA Northeast•North Providence, RI

4d•$22 - $25•Remote

About The Position

Serves as a member advocate when researching, responding to, or interpreting company procedures or policies with the goal of delighting our valuable members. The nature of these interactions can be highly sensitive and require patience and special handling. For bilingual roles, all responsibilities must be able to be completed in both English and target language.

Requirements

High School Diploma or GED required
1+ years Customer service experience in a brand focused company required
1+ years Handling customer escalations for dissatisfaction with products/services required
If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy

Responsibilities

Address formalized complaints from all areas of the Club, encompassing a range of situations that members encounter both from a sales and service aspect.
Meets local and national quality standards for the timely acknowledgement and resolution of complaints.
Determines reimbursements in accordance with established policies.
Maintains accurate logs of workflow, records of member complaints, and station complaint book.
Keeps abreast of new programs, changes in current programs, and/or changes in existing policies and procedures.

Benefits

Medical coverage with employer contributions covering up to 93% of the premium cost
dental and vision options
6% company match on 401(k) retirement plan contribution
3 weeks’ vacation
12 holidays
8 sick days
48 hours of volunteer time annually
Free AAA membership
insurance discounts
travel commission refund
up to $625 in Wellness Incentives
up to $6k in tuition reimbursement