Role overview

Qualifications

Must live within the AAA Northeast footprint (RI, MA, CT, NY, NJ)
High speed internet access with minimum internet speed requirements
Bilingual ability (if applicable)

Responsibilities

Serve as a member advocate in researching, responding to, and interpreting company procedures or policies
Address formalized complaints from all areas of the Club
Meet local and national quality standards for complaint resolution
Maintain accurate logs of workflow and records of member complaints

Key facts

Remote from: Rhode Island (USA)
Full time
Counselor
English

Hard skills

User Advocacy Customer Complaint Resolution Policy Analysis

Other skills

Patience
Communication

About the company

AAA Northeast

Consumer Services

AAA Northeast is one of the largest and most innovative not-for-profit organizations, providing advocacy on behalf of all motorists, as well as a wide range of services including roadside assistance, insurance, loans, travel, discounts and rewards, and more. We are comprised of more than 70 locations in a six-state area and provide valuable roadside service to almost 6.2 million members. AAA Northeast employees help and serve as a way of life. Through a 100-year-plus legacy of service stewardship, our employees make valuable contributions to our workplace and the communities we serve. AAA Northeast proudly serves the following counties in Connecticut: Fairfield, Litchfield and New Haven, all of Massachusetts, in New Jersey: Essex, Morris, Passaic, and Union, in New York: Bronx, Chenango, Delaware, Dutchess, Herkimer, Kings, Nassau, New York, Orange, Otsego, Putnam, Queens, Richmond, Rockland, Schoharie, Suffolk, Sullivan, Ulster, Westchester and parts of Lewis, Madison and Oneida, in New Hampshire: Salem and all of Rhode Island. NMLS 179871 MORTGAGE BROKER ONLY, NOT A MORTGAGE LENDER OR CORRESPONDENT LENDER. "We arrange but do not make loans."

Company details

IndustryConsumer Services

Company size1001 - 5000

Links

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Job description

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.

Schedule: Monday - Friday 8:00am-5:00pm

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.