Call Center Membership Representative, Buffalo/WNY Region

🔥 1 hour ago

🗽 New York – Remote

🗽 New York – Remote

💵 $20 / hour

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

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AAA Western and Central New York

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1900

🛡️ Insurance

✈️ Travel

📦 Logistics

Insurance • Travel • Logistics

AAA Western and Central New York is a regional membership organization that provides roadside assistance, travel planning and booking, insurance and financial products, discounts, and driver education across Western and Central New York. The organization offers 24/7 towing and emergency vehicle services, travel agency services and discounted tickets, auto/home/Medicare/life insurance products, credit cards and loan programs, and community traffic-safety and driver-training initiatives.

📋 Description

• Demonstrate proficiency across skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings • Follow call handling procedures, workflows, system navigation standards, documentation requirements, and verification steps • Use available resources and tools to resolve member inquiries accurately and promptly • Meet department standards for schedule adherence, call availability, training participation, and productivity • Manage break, lunch, training, off-queue, activity-code, PTO, and attendance requirements • Educate members on AAA membership benefits, products, and services through needs-based conversations • Promote relevant AAA offerings, upgrades, and enhancements; explain pricing, features, and benefits; and close sales • Explain Convenience Billing, automatic renewal, billing options, enrollment steps, and account management details • Demonstrate AAA Core Values, resolve concerns using problem-solving and first-contact resolution, listen to feedback, and escalate appropriately • Maintain strong product and service knowledge to deliver accurate, high-quality information

🎯 Requirements

• Must reside in the Buffalo/WNY Region • Availability to work an 8-hour shift between 9:00 AM and 10:00 PM, Sunday through Thursday or Tuesday through Saturday • Equivalent experience will be considered in lieu of degree • Ability to navigate multiple computer systems and applications simultaneously during live member interactions • Ability to read, interpret, and apply written instructions, policies, maps, and procedural documentation • Demonstrated problem-solving skills and ability to remain calm, professional, and solution-focused • Ability to perform effectively in a fast-paced, high-volume contact center with changing call volume and complexity • Strong attention to detail and commitment to accuracy, compliance, and quality standards • Comfortable with needs-based conversations involving sales, retention, and billing • Ability to multitask and work weekends, afternoons/evenings, and holidays as required • Ability to operate a computer for long periods, sit, type, and communicate by phone • Must be able to lift, carry, push, or pull up to 25 lbs • No visa sponsorship now or in the future • High school or better required • 1–2 years of customer service and/or sales experience required • Prior call center experience preferred

🏖️ Benefits

• Shift differential: 2.5% for hours worked between 8p–12a • Shift differential: 5% for hours worked between 12a–6a • Medical, Dental, Life and AD&D Insurance • 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 • Paid Volunteer Time Off