AAA is Hiring Work from Home in Some States Now!

AAA Club Alliance is seeking (Part-Time) Member Contact Center Sales Specialists to join our dynamic team! If you are a Sales-driven and Customer focused individual – we want you!

In this role, you’ll demonstrate a commitment to enhancing our Member Value by providing exceptional service in a fast-paced, high-volume virtual call center sales environment. In addition to your hourly base pay, you’ll have control over how much you earn through our monthly commission plan while being provided the support you need to achieve your goals. If you want to join an organization that rewards hard work and excellence, AAA is the place for you!

Please note: This position is work from home, but you must live in our territory to be considered.

Work Schedule: Mid-day and Evening Shifts ONLY. No morning shifts available.

Virtual Training Requirements:

• Training Schedule: First 5 weeks, Monday – Friday, 9:00am – 4:30pm (paid training). Schedules After Training –  Part-Time, 24 hours/4 days per week, both day and evening shifts available (1 Weekend Day is required per week).
• Home wired internet and dedicated, quiet work space required (AAA will provide all computer equipment as needed)

What AAA can provide you:

• $15.00 base pay hourly rate; plus Monthly commission plan (Average earnings are $350 – $500 based on individual performance)
• 8% shift differential for evening hours worked
• 401(k) plan with company match up to 7%
• Wellness and Health Advocate Programs
• Paid Time Off (PTO)
• Educational Assistance
• Child & Family care benefit
• Free AAA premier membership

The ideal candidate will:

• Be pleasant, professional, and have a smile in your voice when speaking on the phone (excellent communications skills)
• Deliver extraordinary customer service to ensure member satisfaction
• Answer inbound calls to process new member sales, add-ons, upgrades, automatic renewals and transfers and processing 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.

What we need from you:

• High School Diploma or equivalent.
• (2-5) years of sales and customer service experience
• Excellent Communication Skills
• Strong ability to troubleshoot and multi-task in fast-paced work environment.
• Able to use a Windows based computer with ease.
• Able to secure the appropriate licensing for sales as required
• Ability to work overtime and/or holidays as necessitated by business.
• The ability to work the first and last day of the month as well as days after a Holiday.

What you will be doing as a Member Contact Associate:

• Operate automatic call distribution (ACD) telephone set and PC running Windows-based and Internet applications.
• Accurately gather, document and respond to members’ needs and matches these needs to appropriate and relevant AAA products and services while demonstrating a pleasant and professional telephone manner.
• Deliver extraordinary customer service to ensure member satisfaction and create a positive impact on membership renewal rates.
• Counsels members concerning auto travel requests for TripTiks, maps, and Tour books.  Provides verbal road directions to members and answers travel related inquiries.
• Responds to members’ requests for information regarding membership related issues.  Investigates membership related discrepancies, and maintains existing membership data via online access to membership system.
• Responds to membership sales calls, including processing new member sales, associate add-on memberships, Plus, Plus RV and Premier up grades, automatic renewals and transfers.  Uses probing questions to determine members’ needs and recommend specific products or services.
• Processes credit card payments for all new memberships, renewals, upgrades and associate member add-ons.
• Enrolls members in Driver Improvement course and Mature Operator’s courses.  Processes credit card payments at time of enrollment.
• Assists members in obtaining Roadside Assistance by recording accurate information and advising them of service options and procedures.
• Responds to, records and resolves members’ concerns. Utilizing the comment tracking system, AIC Web, CRM and e-mail as appropriate to record member feedback for follow up by Member Relations department or other appropriate business lines.
• Asks probing questions to determine member’s information/service needs and recommends options.  Offers products and services relevant to the members’ individual circumstances by reviewing relevant product features and benefits.
• Meets or exceeds measurement standards for sales and service (Occupancy, ASA, A/R, Quality Monitoring, Sales goals).
• Maintains an organized work area.
• Keeps current on new developments, products, services, policy changes, etc. and applies them correctly in performing tasks. Maintains a high level of expertise in technical/functional areas.

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