At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience.
Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service.
These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.
AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area.
In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
Medical, Dental, Life and AD&D Insurance
Potential for remote work & flexible work schedules
Pre-Tax & Roth 401(k) plan with company match
Health Spending Accounts with company contribution & Flexible Spending Accounts
Company Paid Short-term & Long-term disability
Paid time off
Tuition reimbursement & company-paid training programs
FREE AAA membership & travel / product discounts
Job Responsibilities
35% Effectiveness/Customer Service: Understand AAA products and services to ensure quality Member service.
Show proficiency in both Membership and ERS functions.
Demonstrate AAA Core Values in every Member interaction and resolve Member concerns using problem solving skills/1st contact resolution; up to or exceeding the outlined department expectations.
Demonstrate ability to follow required processes and workflow on every call.
25% Sales Per Call: Grow AAA membership by effectively educating and explaining the benefits of AAA products and services to promote additional sales.
Close sales and meet or exceed outlined departmental Sales Per Call goal(s) consistently.
20% Efficiency: Consistently meet or exceed department standards related to schedule adherence, training times, break/lunch times, etc.
.
Ensure established policies & protocols are followed, including but not limited to: usage of correct "off queue" codes, timeliness of returning to queue, "Ready to Work", Call Off & PTO request procedures.
10% AAR Referrals: Recommend Approved Auto Repair (AAR) centers on all Emergency Roadside Service (ERS) Calls to provide Members with reliable & quality options while meeting or exceeding outlined department AAR referral goals.
10% Plus/Premier Membership: Inform Members of advantages of other levels of Membership.
Consistently meet or exceed outlined departmental goals by educating Members and making recommendations on Plus/Premier Memberships.
Job Specific Requirements
• Working knowledge of computer software and ability to effectively navigate multiple systems.
• Ability to read and interpret instructions, maps and manuals.
• Must be able to resolve problems and work under pressure to diffuse member concerns.
• Ability to work under pressure during periods of high volume.
• Ability to multitask in various areas of the contact center.
Compensation
The mid-market salary for this position is $19.
00 per hour, plus incentives.
Starting salary is dependent on several factors including previous work experience, specific industry experience, and skills required.
Our benefits package includes, but is not limited to, health and dental insurance, 401(k) plan with competitive match, fully paid group life insurance, short and long term disability insurance, travel discounts and a free AAA membership.
.
To learn more visit: www.
aaa.
com/careers.
Experience
Preferred
Customer service and/or sales experience.
Education
Required
High School or better
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