Member Services Lead
AAA Washington

Job Info

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Member Services Lead

RANKED AS ONE OF WASHINGTON'S 2024 BEST PLACES TO WORK by Puget Sound Business Journal

The American Automobile Association (AAA) has been a leader in roadside assistance, mobility advocacy, and traffic safety for nearly 120 years. AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.

PRIMARY FUNCTION:
This role is responsible for providing oversight of the call center or dispatch operations and utilizing advanced member
service skills to resolve member needs.

ESSENTIAL DUTIES/RESPONSIBILITIES:
• Responsible for monitoring the call center's service level to ensure timely member service is delivered and
maintained and prioritize workload of call center staff.
• Provide escalation assistance for member calls, policy interpretation, procedures, website feedback, and efficient
call processing.
• Utilize customer service standards and membership policies, exercising discretion, when necessary, to meet
volume expectations.
• Escalate member issues as needed to manager/supervisor and respective administrative department.
• Provide feedback to training and quality assurance to aid quality improvement of services.
• Work as CSR or Dispatcher in high-volume or peak periods, or during periods of low staffing.
• Assist team supervisor with coaching and monitoring of other team members.
• Acts as a Subject Matter Expert and a resource for CSRs or Dispatchers.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active
collaboration to achieve department and organizational goals.
• Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others
to remain committed to AAA's vision mission and values.

MINIMUM QUALIFICATIONS:
• High School diploma or GED
• 6+ years' experience servicing customers in a call center or dispatch environment OR 3 years of successful
performance as a CSR or equivalent at AAA

PREFERRED QUALIFICATIONS:
• 1+ year experience in a lead or mentor role

KNOWLEDGE, SKILLS, ABILITIES:
• Competent in Microsoft Office and navigating the internet.
• Knowledgeable of AAA products, services, and procedures.
• Ability to understand Washington road systems and read maps.
• Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in
times of stress.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and
simultaneous demands.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of
listening skills.
• Skilled in working independently, prioritizing assignments, and following through on assignments with minimal
direction.
• Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
• Ability to notice discrepancies and inconsistencies in available information.
• Ability to establish and maintain cooperative working relationships.
• Skilled in establishing rapport and gaining the trust of others.

SALARY: The salary for this role is $25.30 - $32.88 and is based on experience.

WORK ENVIRONMENT & PHYSICAL DEMANDS:
• Hybrid, once day in office

• This is a second shift position, starting at 12PM, and will require weekends.

OTHER:
• Equipment used: Computer and various virtual technologies
• Travel: Rarely Travel

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER:
Position/Job characteristics described here are representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions

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