Our club is located in 13 states including CT, DE, IN, KS, KY, MD, NJ, OH, OK, PA, SD, VA, Washington D.C., and WV Read employee reviews, salaries, and benefits here
For more than 100 years, AAA has been providing our members with superior roadside assistance, personal service, useful products, and outstanding value to create peace of mind. Click here to learn about our history. This same commitment to a life well-lived has earned AAA Mid-Atlantic the reputation as a great place to work. Our people tell us it's the company's positive work/life balance, the dynamic team environment, excellent benefits, and strong customer focus that keep them happy; their ideas are respected and valued. And, perhaps most important of all, they get to make a difference every day.
What you will be doing:
Serve members and clients on the telephone, email, and web chat by providing Air, Car, Rail & Hotel reservations. A concentration on Diamond Elite and Preferred vendor products is required.
Exposure to International destinations is expected.
Book and counsel members on domestic hotels and cars.
Meet or exceed established sales quota.
Prepare and issue invoices related to retail travel sales. With assistance, satisfactorily handle refunds and complaints according to policy.
Familiarity and, with assistance, capable of operating applicable automated airline reservation and ticketing system.
Comply with all ARC regulations and Mid-Atlantic policies and procedures in the collection and handling of assets.
Familiarity with and, with minimal assistance, capable of utilizing ARC Agent's Handbook and standard travel reference material for airline, rail, hotel/resort, etc. information to efficiently and effectively accommodate Agency clients.
What we need from you:
High School diploma or equivalent.
Previous experience as an AAA Travel Counselor or at least 12 to 18 months of retail experience or travel sales.
Knowledge of an automated airline reservation system is preferred.
Satisfactory employment screening results.
Are you a customer service professional looking to provide outstanding service and a positive experience to the community in a time of need? If so, consider joining our community of Vaccination Scheduler Specialists that work at AAA Club Alliance.
In a call center setting, you will work on projects involving scheduling functions for COVID-19 vaccinations. This includes interacting with clients to facilitate scheduling, obtaining accurate patient demographic and insurance information and efficiently handling inbound inquiries regarding the vaccine information delivery program.
Please note: this position is work from home, but you must live in our territory to be considered.
Training Schedule:
Training starts February 14th
Training will be remote, instructor-led training and will be 2 days in length
First day will be 9am to 6 pm EST
Day two will be 11 am to 7:30 pm EST
Work Schedule:
Our core hours are 7 days a week spanning from 11am to 7:30 pm. This is a full-time position and you will be scheduled for a 40-hour workweek within those days and hours including 1 Saturday or Sunday EVERY week. We offer set schedules.
This position will be 100% work-from-home
The position is expected to last until the end of the year 2022
Opportunities may be provided to move into other positions within AAA
Compensation:
$15.50 per hour
Comprehensive health benefits offered
Paid time off
401k with company match and more
At home requirements:
Computers will be provided
Quiet and free-from-distraction workspace is required
High-speed WIRED internet required
As a Vaccination Scheduler you will:
Provide excellent customer service and efficiently handle inbound inquiries in a positive manner
Perform scheduling functions for COVID-19 vaccinations based on state requirements
Respond to individuals seeking information about the COVID-19 vaccine registry, appointment scheduling and/or verification
Accurately document customer interaction in the database
Other duties as assigned
Required:
High school diploma or GED: Associate or Bachelor degree preferred
Outstanding interpersonal abilities that allows you to interact well with a diverse population of people during a crisis
Effective organizational and communication capabilities
Good judgement and the ability to exhibit a professional, positive demeanor and independent work ethic
Capability to show compassion to distressed individuals and assist them in crafting resolutions to identified problems
Capacity to perform job responsibilities in a remote environment with minimal distractions and interruptions
Preferred:
One year of customer service experience; call center experience a plus
Public health or related experience preferred
At AAA, Your Success is Our Success:
A competitive base rate $15.65 - $24.00/hr; depending upon experience plus monthly and quarterly incentives and commission.
Nearly 4 weeks of Paid Time Off accrued during the first year of employment
8 Paid Holidays
401(k) plan with company match up to 7%
Medical, Dental, Vision and Prescription Coverage, etc.
FREE Life Insurance
Tuition reimbursement
FREE AAA membership (inclusive of product & service discounts)
What you will be doing:
Contact policyholders from the agencies existing book of business through outbound telephone calls, direct mail, and email to review policies prior to renewal. Review and update policy to enhance retention and better meet the needs of the consumer.
Counsel the policyholder concerning appropriate coverage, policy limits, payment options and state laws that will best meet their needs for sufficient protection against risks covered by Property and Casualty insurance. Make appropriate recommendations and/or changes to the Auto/Home policy and gain policyholder acceptance to process the changes.
Develop and maintain specific personal lines insurance knowledge, within limited regional states and limited carriers, as they are assigned through the workflow process to effectively counsel on insurance needs for Auto/Home product lines of insurance.
Work with Policy Retention Specialist when policyholder requests additional lines of business and/or states and carriers the Coordinator is not assigned.
Advise members and non-members regarding membership benefits in correlation with insurance products.
Identify opportunities for account rounding and cross-selling including AAA membership sales and/or upgrades. Quote and remarket policies when necessary.
Maintain systems skills to meet all duties and tasks within limited, assigned states and insurance companies.
Collaborate with others to achieve results; sharing ideas and knowledge; to build morale and cohesion within group.
Achieve the required quality rating of customer phone interactions as rated by management and or external quality assurance review teams.
Meet established productivity measures established by management team in support of the Agency performance.
Maintain training and knowledge for all assigned AAA Club Alliance insurance Auto/Home products/companies through completion of courses provided by AAA University and continuing education classes.
Other duties as assigned
The day to day:
Communicate the membership value and help Members identify benefits that match their needs. Specifically a specialist in this position:
Deploys deep product knowledge, problem-solving, selling and customer service skills to differentiate AAA from its competitors and communicate the full value of the membership and AAA brand.
Provides courteous and professional counseling in responding to Member inquiries concerning membership benefits and services, including Financial Services, Driving School, Roadside Assistance, Travel Services, Insurance and other member services.
Operate automatic call distribution (ACD) telephone set and PC running Windows-based and Internet applications.
Accurately gather, document and respond to members’ needs using sound business judgment based upon club business rules and policies and match those needs to appropriate and relevant AAA products and services.
Contact members by phone or email upon non-renewal in an attempt to renew membership coverage.
Handles the more complex calls by defusing frustrated or upset callers and can tailor the conversation and membership benefits discussion to each individual caller.
Minimum Qualifications:
Ability to respond to customer inquiries and interact with individuals at a level normally acquired through the completion of a high school degree or equivalent and two (2) to five (5) years of customer sales and service experience.
Previous inside sales skills that focus on customer care are desirable.
Maintains exceptional attendance and punctuality. This position is emergency personnel. Has the ability to work overtime and/or holiday as necessitated by business need and/or weather conditions. Has the ability to work remotely if needed.
Effective analytical and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interactions (inbound, outbound and written) with others.
Is able to be licensed for membership sales as required.
Completion MCC Champion training /certification for new hire assistance; required to attain with 6 months of hire date.
Completion of Business Writing course; required to attain within 6 months of hire date.
What AAA can offer you:
A competitive starting hourly rate of $16.50/hr; depending upon experience
Comprehensive benefits package including nearly 4 weeks of Paid Time Off during the first year, 401(k) plan with a company match, Medical, Dental, Prescription, and Vision Coverage, Tuition Reimbursement, Life Insurance, and Flexible Spending Accounts to highlight a few of the offerings. Plus so much more!
Paid Virtual Training: AAA provides all computer equipment as needed.
What you will be doing:
Ensure the accuracy of vendor confirmations to the AAA invoice confirmation provided to the client. Receive and process client payments to vendors. Process gift payments to vendors and clients as appropriate. Process refunds where applicable.
Complies with all ACA policies in the collection and handling of assets.
Create Q-Minders to automate due dates for payments and all reservation follow-up to be handled by frontline agents.
Process travel documents to agent or client as required. Confirm travel booking details such as airline seat assignments and special requests, dining arrangements, completing online check-in, etc., as requested.
Other duties as assigned
(PT, FT, Work from home)
Please note: this position is work from home, but you must live in our territory to be considered.
Position Details: Part Time and Full time work from home positions available! Virtual Training Requirements:
Start Date of February 7th
Training: First 5 weeks, Monday - Friday, 9:00am - 4:30pm
Computer pickups will occur the week before training starts in our office
Home wired internet and quiet work space required
Schedules After Training:
Flexible options available, 3, 4, or 5 days per week
24-37.5 hours per week
1 weekend day per week is required as part of your schedule.
Schedules with be a mix between day and early evening
What AAA will provide you:
$15.00 base pay hourly
8% shift differential for evening work
Monthly commission plan (Average earnings are $350 - $500)
Comprehensive health care plan (FT only)
401(k) plan with company match
Wellness and Health Advocate Programs
Accrued paid time off yearly
Tuition Reimbursement yearly
Child & Family care benefit
Paid time off to volunteer
Travel discounts
Free AAA Premier Battery membership
The Day to Day:
Be pleasant, professional, and have a smile in your voice
Deliver extraordinary customer service to ensure member satisfaction
Answer inbound calls to process new member sales, add-ons, upgrades, automatic renewals and transfers and process credit card payments
Help answer questions about AAA products and services
Provide advice about travel, tours, and directions
Consistently upsell and cross-sell other AAA products and services (discounts, credit cards, insurance, etc.)
Help our members in their time of need by taking roadside assistance calls and accurately capturing the details of their needs.
PLEASE NOTE: The position can work from home or be based in the Cincinnati, OH-Central Parkway office. For candidates that work from home, they must reside within a commutable distance from the Cincinnati/Northern Kentucky market.
At AAA, your success is our success. What we can offer you:
A competitive salary commensurate with experience
Comprehensive health benefits package
3+ weeks of paid time off accrued during your first year
401(K) plan with company match up to 7%
Professional development opportunities and tuition reimbursement
Paid time off to volunteer & company-sponsored volunteer events throughout the year
Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Life Insurance and Short Term/Long Term Disability
Primary Responsibilities:
• Gathers information/documentation to assist management in determination of eligibility for Roadside Assistance (R/A) contract and Approved Auto Repair (AAR) participation. • Working closely with Roadside Assistance Internal Operations, evaluates facility performance and performs regular visits to each facility to ensure compliance with AAA standards, investigate and resolve member complaints, inspect the facility and equipment to ensure compliance with AAA Mid-Atlantic standards promoting the benefits of their relationship with AAA. Completes visit/inspection reports as required, and provides up-to-date facility information for the D/2000 Dispatch System and other system(s) that may be used. • Develop, monitor, counsel and provide automotive technical support to automotive repair facilities participating in the AAA Approved and Roadside Assistance programs to foster the most efficient operation of the programs. Responsible for meeting or exceeding product sales goals in the assigned territory including battery sales and other products or services as may be defined by Management. • Responsible for protecting the AAA brand by managing use of the logo at approved facilities and ensuring compliance throughout the lifecycle of the relationship. • Provides direction, training, and counseling to contract facility personnel on AAA policies and procedures, AAA programs and customer service techniques. Provide opportunities for development by previewing and suggesting internal and external training and seminars and providing a means of calculating training ROI. Ensure contract station service vehicle operators are in compliance with required training courses.
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