Call Center Membership Representative (Remote - Must Reside In Syracuse/CNY Region)

Efficiency & Quality: Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings. Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency. Utilize available resources and tools to effectively resolve member inquiries in a timely manner. Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps. Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.

Productivity & Adherence: Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity. Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled. Follow all policies and procedures related to appropriate use of off queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations. Demonstrate accountability for time management and availability to support member demand.

Sales Per Call & Revenue Growth: Educate members on AAA membership benefits, products, and services through needs-based conversations that add value to the interaction. Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs. Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions. Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.

Convenience Billing & Retention Support: Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service. Clearly explain billing options, enrollment steps, and account management details. Ensure billing discussions are accurate, transparent, and compliant with established policies.

Voice of the Member & Member Experience: Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect. Resolve member concerns effectively using problem-solving skills and first contact resolution whenever possible. Actively listen to member feedback and escalate concerns appropriately when necessary. Maintain strong product and service knowledge to deliver accurate information and high-quality.