AAA Customer Experience Specialist Salary in the United States

JOB SUMMARY:

The Smart Business Specialist provides courteous and professional assistance in responding to customer requests for AAA Smart Business services in a high volume call center.

• Job Stability - Career Growth

• Great Benefits - Medical/Dental/Vision

• Retirement - 401k matching up to 4%

• Work/Life Balance - PTO 3 Weeks + 9 paid holidays

RESPONSIBILITIES/JOB DUTIES:

• Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources
• Listen and probe for additional information as necessary
• Take action, as necessary, to appropriately respond to a Member’s needs and concerns
• Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member)
• Identify situations that require special handling and coordinate with appropriate business unit
• Accurately enter information, comments and complaints regarding Members’ needs, including any special service considerations, in the system application
• Forward complaint information to appropriate Leader for follow-up
• Process credit card and member billing transaction 
• Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered
• Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Member’s individual situation

KNOWLEDGE AND SKILLS:

• Must have a passion for providing outstanding customer service
• Proficient in Microsoft Office and G suite 
• Ability to operate a multi-line telephone
• Ability to navigate through mapping system (ie. Google Maps)
• Strong analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others
• Ability to identify customer needs and recommend solutions
• Application of good judgment and decision making
• Ability to work efficiently both independently and as part of a team
• Must possess strong organizational skills
• Must have the ability to remain calm and professional under challenging conditions
• Ability to work overtime and/or holidays as business dictates

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES:

• 0 – 2 years customer service experience
• Call center experience preferred
• High School Diploma or GED required
• Bilingual in Spanish is a plus

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