Call Center Representative

Call Center Representative

This is a temporary position with the opportunity to become permanent.

What You'll Do:

This role is responsible for providing customer service and technical assistance to resolve customer needs as part of our inbound call center team. Our CSRs serve as the first point of contact for AAA members, delivering exceptional service and support with a primary focus on Emergency Roadside Service (ERS), membership assistance, account support, and member retention.

This remote position begins as a temporary assignment from September 14 through November 30 and provides an opportunity for conversion to a regular full time position based on business needs, attendance, performance, quality, and overall contribution. This is an excellent opportunity for candidates looking to establish a long-term career with AAA Washington while gaining valuable experience in a fast-paced, member-focused environment.

For the eight-week training period the work schedule will include only shifts between 8:00 a.m. and 6:00 p.m. Attendance during training is required for successful on-boarding into the role. After completing training, the role will have various shift times, with some ending as late as 11:30 p.m. The typical work schedule is for 5 consecutive days each week, with two consecutive days off and may include weekends and holidays.

Who We Are:

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we've served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.

Why You'll Love Working At AAA Washington:

You'll play an important role in bringing AAA Washington's spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

Essential Duties/Responsibilities:

• Responsible for analyzing customer requests and determining if request is eligible based on customer account.
• Identify member needs and provide efficient, professional service while providing a resolution.
• Perform basic troubleshooting for member's online accounts and technical issues.
• Utilize customer service standards and membership policies while meeting productivity expectations.
• Perform retention activities and identify opportunities to enhance member value.
• Escalate complex customer issues to leadership as appropriate.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.

Supervisory Responsibilities:

None

Minimum Qualifications:

• High School diploma or GED
• 1+ year experience in customer service role
• Ability to work a flexible schedule, including evenings and weekends
• Strong attendance and dependability record
• Ability to work in a remote environment with reliable internet service

Preferred Qualifications:

• Previous experience working in a call center
• Experience supporting customers in a high-volume environment
• Experience handling emergency or time-sensitive situations
• Membership service or retention experience

Knowledge, Skills, Abilities:

• Proficiency in Microsoft Office and internet-based applications.
• Ability to understand Washington road systems and read maps.
• Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress.
• Ability to adjust style and approach to suit situations…