AAA Northeast

Member Escalations Specialist (Remote)

Job Locations US-RI-Providence | US-NJ-Wayne | US-NY-Garden City
ID
2021-5441
Category
Customer Experience
Type
Full Time Employee
Employment Type
Regular Employee - (REG)
Work Schedule
Monday - Friday 8:30am-5:00pm

Overview


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.

Responsibilities


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. 

Qualifications


Education/Licenses/Certifications:
High School diploma or GED required
Associates degree in Business or related preferred
If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy - required

Experience:
3 years Customer service experience in a brand focused company required
3 years Handling customer escalations for dissatisfaction with products/services required

Skills & Abilities:
Ability to convince others to buy goods/services or to otherwise change their minds or actions.
Encourage, build, and maintain mutual trust, respect, and cooperation with others
Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.
Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.
Ability to add, subtract, multiply, or divide quickly and accurately.
Ability to operate a computer with relevant software applications.
Ability to maintain confidentiality.
Ability to act safely.
Ability to prioritize, organize, and accomplish work to achieve specific goals
Developing specific goals and plans to prioritize, organize, and accomplish your work.
If for a bilingual job:
Verbal and written fluency in the stated target language and English.
Ability to facilitate communication between parties who speak two different languages, English and a target language, to effectively and accurately interpret‚ respond. and resolve customer needs and problems.

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