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Member Escalations Specialist (60463)

AAA Northeast

Role overview

Qualifications

  • Bilingual in English and target language (for bilingual roles)
  • Ability to handle sensitive interactions with patience
  • Knowledge of company procedures and policies
  • Strong communication skills

Responsibilities

  • Address formalized complaints from all areas of the Club
  • Meet local and national quality standards for complaint resolution
  • Determine reimbursements in accordance with established policies
  • Maintain accurate logs of workflow and member complaints

Key facts

Hard skills

Other skills

  • Patience
  • Detail Oriented

About the company

AAA Northeast logo

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

Website LinkedIn See all jobs

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Job description

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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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