Member Assistance Counselor

Benefits

• 401(k)
• 401(k) matching
• Employee discount
• On-the-job training
• Paid time off
• Paid training
• Tuition reimbursement
• Volunteer time off
• Work from home

Are you a warm and compassionate person? Do you like working in a fast-paced environment? Do you have the skills required to help our members who need roadside assistance during what could be a stressful situation? Then AAA Club Alliance has the position for you!
We are hiring full-time a 2nd shift Member Service Counselor. This position consists of:

• 2 weeks training at AAA headquarters in Worthington
• Monday through Friday from 10:00am - 6:30pm (paid training)
• Remote position once training has been completed
• 2nd Shift Schedule - 3:30pm - 12:00am
• Must be available to work one day per weekend and ability to work remote

***In order to be considered for this role you must live within our territory***

Day to Day Responsibilities:

• Properly answer and accurately respond to a high volume incoming calls (Averaging 40-60 calls per day) from Members in need of Roadside Assistance.
• Deliver extraordinary customer service to AAA Members in need of Roadside Assistance using sound business judgement, acting with empathy and ensuring questions are answered accurately by using department Knowledge Base programs and reference materials.
• Accurately enter information like location details, vehicle make and model and description of the Members’ Roadside Assistance needs including any special considerations.
• Use online mapping and search resources to assist Members in determining their breakdown location and establishing their tow destination.
• Ensure awareness of any AAA programs, products or discounts that may enhance the Members’ experience based on the specific circumstances of the call.

Total Rewards Package includes:

• $16.00 competitive base pay hourly
• 401(k) plan with company match
• Wellness and Health Advocate Programs
• Accurred Paid Time Off Yearly
• Rewards and incentives for performance
• Tuition Reimbursement Yearly
• Paid time off to volunteer
• Travel discounts
• Free AAA Membership
• Paid Training programs including classroom and on-the-job training

Requirements to work from home :

• You must have a quiet, private work area free of interruption.
• Access to a stable, secure, high speed, and hard-wired internet connection via Ethernet cable is required throughout employment. Contact Center Associates are not authorized to utilize wireless, DSL, Hot Spots, satellite or shared/public internet connections as a means of internet connection.
• This position does not allow flexibility to care for others during work hours.
• All assigned duties, including training, must be performed at your home address on the computer equipment provided.
• No cellphone or tablet devices during training.

Qualifications and Experience:

• High School Diploma or equivalent
• 2 to 5 years of customer service experience or call center experience preferred.
• Preferred experience in a performance-based or metric driven environment.
• Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.
• Ability to cope in a professional manner with a fast work pace and time pressure.
• Ability to remain organized and in control under challenging conditions.
• Working knowledge of personal computer, internet and competent keyboarding skills to accurately and efficiently complete daily work assignments.
• Ability to read a map and provide clear directions.
• Ability to work weekends, overtime and/or holidays as necessitated by business and/or weather conditions.

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.