Member Update Associates (Part-time, 2nd shift)

AAA Club Alliance is seeking Part-time, remote,Member Update Associatesto join our dynamic Roadside Assistance Contact Center Team! Our Member Update Associates work in a fast pace contact center environment interacting with members in need of roadside assistance. This position will play a critical role in enhancing AAA Member relationships and providing each Member with an exceptional customer service experience. Member Update Associates also respond to inquiries from AAA Members and service providers about the benefits of the AAA Membership products and resolve concerns in a timely manner. Next new hire training class will begin in early March!
**This is a work from home position; however, Candidates MUST live within one of the following states to be considered:
• Connecticut • Delaware • Indiana • Kansas • Kentucky • Maryland • New Jersey • Ohio • Oklahoma • Pennsylvania • South Dakota • Virginia • Washington, DC • West Virginia
Work Schedules Available: PT Evening Hours (2nd Shift)- Shifts will begin at 3:00 p.m. or 4:00 p.m. EST. Approximately 24 hours per week. Each schedule will include at least ONE weekend shift each week. Schedules have a variety of days off.
**Training requirement: Must be able to attend ALL training. Training hours are Monday - Friday (9:00 a.m. - 4:30 p.m. EST) for the first 3-5 weeks. Regular work schedule will begin after training is completed. Training is paid and AAA Club Alliance provides all computer equipment as needed.
Our Ideal Candidate will have:

• Minimum of High School diploma or equivalent
• Minimum of 1+ years of Customer Service experience. (Call Center Experience Preferred)
• Salesforce experience (preferred)
• Must have reliable internet connection (no Wi-Fi or Satellite internet), must be able to hardwire into the router.
• Must be able to provide a work environment free from all disruptions and distractions. This includes a private area that prevents access to others during working hours, as well as prevents disruptions such as overly noisy pets or others within your home. Working remotely is not intended to serve as a substitute for child/dependent or adult/elder care.
• Must be able to operate a computer and use the following programs efficiently: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft Teams, Internet browsers such as Internet Explorer & Google Chrome, customer service software standard and proprietary business communication platforms standard to call center environments.
• Have a great personality, outgoing, supportive and a team player!
• Must be able to multitask, manage several screens and applications at once; including, but not limited to, speaking and typing at the same time. Must have thorough follow-up skills, and the ability to diffuse situations with customers.
• Must have good listening skills and be able to take information at a fast pace.
• Be extremely organized and detail oriented.
• Demonstrate excellent navigational skills.
• Excellent problem solving, analytical and critical thinking skills along with the ability to express empathy and compassion, and the ability to keep calm in distressing situations.
• Ability to work overtime as needed and holidays as scheduled.

What we can offer you:

• A competitive base hourly rate of $16.00 - $20.00; dependent upon salary zone and experience; paid biweekly; plus, monthly incentive program.
• 8% Shift differential for all hours worked on 2nd shift.
• Paid Training
• Computer equipment provided by AAA Club Alliance and shipped to your home.
• Paid Time Off (PTO)
• 401(k) plan with company match up to 7%
• Educational Assistance
• Wellness and Health Advocate Programs
• and Complimentary AAA Premiere Membership just to highlight a few of the offerings.

What you will be doing:

• Answer inbound calls from members seeking updates for their AAA Roadside Assistance Request.
• Engage with AAA Members by providing an exceptional customer experience.
• Communicates to service providers the pertinent information needed to provide timely assistance to AAA Members.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Prioritizes service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established timeframes.
• Monitors the progression of roadside assistance requests and ensures documentation is thorough and accurate.
• Call Members (Keeps Members Informed) if resources are not assigned prior to the ETA expiring.
• Call Members to update.
• Participates in the resolution of service issues and Member complaints.
• Interpret and explain policies to peers and/or Members as needed.
• Professionally represent the business line as needed.
• Practice and promote Shared Values amongst peers.
• Perform other related duties as assigned.

#LI-Remote #USA
AAA Club Alliance (ACA) is an equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:
At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
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