Member Escalations Specialist (remote)

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
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.
What you will do:

• For bilingual roles, all responsibilities must be able to be completed in both English and target language. 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.