Employment Opportunities

Part-Time Contact Center Service Specialist – Harrisburg
SUMMARY
The primary role of the Contact Center Service Specialist is to receive and handle customer communications via telephone, email and the Internet to include AAA related inquiries and service and sales requests appropriately promoting AAA products and services and providing a personalized and totally satisfactory client experience every time.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includes the following; Other job-related duties may be assigned

  • Attendance is an essential function of the job and to be at the assigned workstation, ready to work, at the scheduled starting time.
  • Answering incoming telephone calls, email and Internet inquiries in a positive and friendly manner within established service level guidelines. 
  • Speaking/writing clearly and responding appropriately in all communications.
  • Accurately utilizing AAA Central Penn’s business systems and all other available resources.
  • Providing professional quality service in every transaction in accordance to AAA Central Penn’s policies and procedures and AAA National’s Quality Standards.
  • Handling all requests utilizing a “one-call” resolution service concept, following complete customer experience from beginning to end with necessary follow up. 
  • Updating and or processing new memberships, membership renewals, automatic renewals, or other membership account maintenance such as change of address, corrections and etc.
  • Processing Roadside Assistance requests by accurately gathering, documenting and communicating appropriate information in order to provide timely, top quality service to members.
  • Recommending and/or promoting appropriate AAA products and services.
  • Processing Driving School and Mature Operator class enrollments.
  • Processing detailed routing (Trip Tik) requests from members according to the member’s preference.
  • Make appropriate recommendations to improve the member’s overall service experience.
  • Offering and processing reservations for lodging, car rental, and travel using AAA preferred vendors whenever possible.
  • Processing point of sale and credit card transactions as needed.
  • Taking and following instruction from management as requested or required.
  • Working effectively in a team environment.
  • Achieving sales and service goals.
  • Attending meetings and training as scheduled by management.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Customer Interaction Skills – Understands and anticipates customers’ needs and expectations, and strives to meet or exceed those expectations; uses exemplary customer relations and interpersonal skills in resolving problems, dealing with emotions and demonstrating a positive caring attitude upon each contact.
  • Ability To Work Independently – Possesses the ability to independently and without constant supervision apply company policies and procedures in order to achieve a specified outcome.
  • Communications Skills – Accurately obtains and succinctly delivers information using multiple channels and proper etiquette; speaks clearly and in an understandable manner; uses concise statements and correct system codes with vendors to minimize time required to communicate; tactfully controls interactions in order to efficiently obtain and give necessary information; clearly explains policies and benefits.
  • Active Listening – Listens to, interprets, understands, and processes verbal information; asks probing questions for clarity; ensure all key information is accurately obtained and/or conveyed.
  • Problem Solving and Resource Allocation – Analyzes information, identifies alternatives, and makes sound logical decisions; maximizes utilization of available assets and deviates from standard procedures when appropriate in order to deliver an exceptional customer experience.
  • Teamwork and Cooperation – Maintains good teamwork and cooperative working relationships.
  • Time Management and Multi-Tasking – Simultaneously performs multiple tasks, efficiently uses time, and creates order out of chaos; deals effectively with high business volume and time pressure, dynamically changes tasks as the business needs or conditions require.
  • Flexibility/ Adaptability and Ability to Learn – Adapts quickly and is flexible in adjusting to meet changing requirements across different situations; has a predisposition for quickly acquiring and assimilating knowledge and skills.
  • Map Reading and Location Determination – Proficiently uses maps, landmarks and other resources to accurately pinpoint locations.
  • Computer Skills - Uses computer keyboard and systems to enter accurate and complete transactional information and monitors multiple applications to determine necessary actions; routinely uses Microsoft Office Suite, internet, email, fax and various business systems and software applications in daily business operations.
  • Promotion and Sales Skills – Sells the value of AAA and “On-The-Go” related services; identifies and recommends AAA/CAA products and services that will meet customer needs.
  • Integrity – Demonstrates honesty and trustworthiness in all aspects of the job.

EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED) required. Previous customer service, call center, or travel agency related experiences are helpful.

LANGUAGE SKILLS
Ability to proficiently speak read and write the English language interpreting documents such as maps, safety and compliance rules, operating instructions, procedure manuals and spreadsheets; effectively communicate verbally one-on-one and present information or offer instruction to small groups. Bilingual abilities are helpful.

***Schedule: Sunday & Monday – 8:00am – 6:30pm; Friday – 9:00am – 6:30pm
For consideration, please complete this job application and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

Full -Time Dispatch Specialist – Harrisburg

SUMMARY
Dispatches requests for roadside assistance to service providers and fleet maximizing the effectiveness of available assets in order to deliver exemplary service to AAA/CAA customers; monitor service status using a variety of data and voice communication methods ensuring that the fastest available responder is efficiently directed to the needed location and initiate actions to assist customers to be “On-The-Go”; assist service providers and/or otherwise solve problems with the ultimate goal of providing a “totally satisfied” customer experience.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

ESSENTIAL DUTIES AND RESPONSIBILITIES
includeS the following; Other job-related duties may be assigned

  • Attendance is an essential function of the job.
  • Process requests for roadside assistance:
  • Dispatches requests to service providers using a variety of communication channels relaying all pertinent data concisely and accurately (i.e.: explanation of the situation, vehicle problem, location, etc.)
  • Prioritizes requests based on various criteria (safety, weather, traffic, etc.) ensuring safety related issues are the highest priority and that police or other emergency situations are handled appropriately.
  • When necessary, pinpoints locations, determines appropriate service provider and assist as needed.
  • Uses all available reference materials, guides and supporting systems to provide exemplary service.
  • Provides explanation and advice regarding problem resolution such as safety related issues, covered benefits, service alternatives during extreme weather, obtaining repair service and additional charges that may apply.
  • Monitor service activity, performance and external conditions:
  • Monitors and maintains continual awareness of service performance and external assets.
  • Makes optimal use of all available assets to ensure that resources are efficiently deployed, reallocating assets as necessary to ensure a response within the promised time and proactively responds to changing service needs.
  • Notifies customers of any changes affecting service expectations or outcomes.
  • Maintains effective communications with service providers’ owners/managers/dispatchers and proactively notifies them whenever drivers cannot be contacted or when other concerns arise.
  • Accurately and succinctly records activity and information as required.
  • Strives to provide a positive customer experience:
  • Provide feedback to supervisor and designated field staff to benefit and/or improve the customer experience.
  • Proactively deals with customers’ emotional state (i.e. calming down someone who is angry, providing empathy and reassurance to someone who is fearful or anxious).
  • Promotes AAA/CAA products and services such as battery replacement, rental car and hotels reservations or other services that will assist to get members “On-The-Go”.
  • Process point of sale and credit card transactions as needed.
  • Attend meetings and training exercises as required.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Customer Interaction Skills – Understands and anticipates customers’ needs and expectations, and strives to meet or exceed those expectations; uses exemplary customer relations and interpersonal skills in resolving problems, dealing with emotions and demonstrating a positive caring attitude upon each contact.
  • Ability To Work Independently – Possesses the ability to independently and without constant supervision apply company policies and procedures in order to achieve a specified outcome.
  • Communications Skills – Receives and transmits information using multiple channels and proper etiquette; speaks clearly and in an understandable manner; uses concise statements and correct system codes with contractors to minimize time required to communicate; tactfully controls interactions in order to efficiently obtain and give necessary information; clearly explains policies and benefits.
  • Active Listening – Listens to, interprets, understands, and processes verbal information; asks probing questions for clarity; ensure all key information is accurately obtained and/or conveyed.
  • Problem Solving and Resource Allocation – Analyzes information, identifies alternatives, and makes sound logical decisions; maximizes utilization of available assets and deviates from standard procedures when appropriate in order to deliver an exceptional customer experience.
  • Teamwork and Cooperation – Maintains good teamwork and cooperative working relationships; treats others with dignity, respect, honesty and sensitivity.
  • Time Management and Multi-Tasking – Simultaneously performs multiple tasks, efficiently uses time, and creates order out of chaos; deals effectively with high business volume and time pressure; dynamically changes tasks as the business needs or conditions require.
  • Flexibility/ Adaptability and Ability to Learn – Adapts quickly and is flexible in adjusting to meet changing requirements across different situations; has a predisposition for quickly acquiring and assimilating knowledge and skills.
  • Map Reading and Location Determination – Proficiently uses maps, landmarks and other resources to accurately pinpoint locations.
  • Computer Skills - Uses computer keyboard and systems to enter accurate and complete dispatch information and monitors multiple screens to determine necessary actions; routinely uses Microsoft Office Suite, internet, email, fax and various business systems and software applications in daily business operations.
  • Technical Skills –uses basic technical knowledge of vehicles and equipment used in the field to appropriately serve customers.
  • Promotion and Sales Skills – Sells the value of AAA and “On-The-Go” related services; identifies and recommends AAA/CAA products and services that will meet customer needs.
  • Integrity – Demonstrates honesty, trustworthiness and accountability in all aspects of the job.

EDUCATION and/or EXPERIENCE:
H.S. diploma or GED a must; 2-3 yrs of customer service experience; typing and basic computer skills are required; must have proper telephone etiquette and speak in a clear, understandable manner; must tactfully control interactions in order to efficiently obtain and give necessary information; must be able to clearly explain policies, benefits, and steps that will be taken; must be able to read maps, multitasking skills, must have exceptional knowledge for the Harrisburg and/or the Lancaster areas; Previous dispatch experience is desirable but not required, and be able to work on weekends and holidays.

Schedule: Rotating schedule 2:30pm – 11pm – week 1 -  Monday, Tuesday, Wednesday, Friday & Saturday; week 2 – Tuesday, Wednesday, Thursday, Friday & Saturday.
For consideration, please complete this job application and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

PT Member Services Specialist – James St, Lancaster

Performs various and associated duties primarily involving sales and services to members and non-members to include taking orders over the phone or by email, interacting with the customer in person, and troubleshooting problems. Performs to expectations and strives to attain company goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDES THE FOLLOWING; OTHER JOB-RELATED DUTIES MAY BE ASSIGNED

  • Attendance is an essential function of the job.
  • Greets members/customers in a pleasant, professional manner.
  • Distributes materials to member/customer such as Penn DOT products, maps, tour guides and destination brochures, etc.
  • Provides members with pertinent information regarding their membership, entitlements and benefit limitations including problem resolution.
  • Sells and processes different types of memberships; offer automatic credit card renewal option, order replacement membership cards and issue temporary membership cards; accept payments and issue receipts.
  • Offers and reserves automobile accommodations and book domestic land packages; maintain client files.
  • Sell Travel Store items, attraction tickets, financial services and products (foreign currency, pre-paid cards), Bonus Books, EZ-Passes, etc.
  • Takes photos for passports and International Driver’s Permits.
  • Issues International Driver’s Permits.
  • Performs title, license and notary transactions within the regulations and requirements of Pennsylvania State law.
  • Cross sells and refers all AAACP products and services, such as insurance, travel agency and VISA Member Rewards Card.
  • Attends staff meetings and trainings as required.
  • Maintains a professional, business relationship with all AAACP co-workers and employees.
  • Positively supports company initiatives, policies and procedures.
  • Provides superior service to our members/customers.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Ability to read a map
  • Solid knowledge of basic geography
  • Ability to communicate effectively
  • Basic computer skills
  • Possess attention to detail and ability to multi task
  • Effective sales skills

Education and Qualifications: High school diploma or GED a must; one to two years of customer service experience; PA Notary Public Certification is desirable or must be able to obtain a PA Notary Public Certification within 4-9 months of hire.

Schedule:Rotating schedule 2:30pm – 11pm – week 1 -  Monday, Tuesday, Wednesday, Friday & Saturday; week 2 – Tuesday, Wednesday, Thursday, Friday & Sunday.

For consideration, please complete this job application and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

Part-Time Receptionist - Hershey Office

Greets members, customers, visitors entering the office and directs them to the appropriate area/department for service. The receptionist also performs service tasks not requiring extensive or significant amounts of time per member/customer.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Greets members/customers in a pleasant, professional manner, ascertaining the reason for their visit to the office and directs them to the appropriate department/person for service.
  • Distributes items stored or held in the reception desk for pick up such as: Penn DOT output products, maps, tour guides and camping books, brochures, credit card applications, etc.
  • Marks suitable roads and possible detours on road map showing route from point of origin to destination and return.
  • Distributes mail and other deliveries, as well as signing for courier deliveries.
  • Answers telephone calls regarding readiness of materials to be picked up.
  • Performs membership functions to include: accepting payments and issuing a receipt, if necessary; ordering replacement membership cards and issuing temporary membership cards.
  • Taking IPD passport photos.
Education and/or Experience
Qualified candidates should have 1-2 yrs of experience in general office functions; posses excellent computer skills and be able to communicate effectively; must be well-organized, accurate, detail-oriented, professional and courteous, good writing and interpersonal skills; must have ability to read maps; solid knowledge of basic geography; High school diploma or GED is required.

Schedule: Wednesday, 9:00am - 6:00pm; Thursday, 9:00am - 5:00pm; every other Friday, 9:00am - 5:00pm; every other Saturday, 9:00am - 12:00pm.

For consideration, please complete this job application* and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

AAA Central Penn is an equal opportunity employer.

* the application works best in Internet Explorer; if you use another browser, please make sure that it opens PDFs with the appropriate Adobe program


Part-Time Contact Center Service Specialist - Estelle Drive, Lancaster Office

The primary role of the Contact Center Service Specialist is to receive and handle customer communications via telephone, email and the Internet to include AAA related inquiries and service and sales requests appropriately promoting AAA products and services and providing a personalized and totally satisfactory client experience every time.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

Essential Duties and Responsibilities include the following; other job-related duties may be assigned

  • Attendance is an essential function of the job and to be at the assigned workstation, ready to work, at the scheduled starting time.
  • Answering incoming telephone calls, email and Internet inquiries in a positive and friendly manner within established service level guidelines.
  • Speaking/writing clearly and responding appropriately in all communications.
  • Accurately utilizing AAA Central Penn's business systems and all other available resources.
  • Providing professional quality service in every transaction in accordance to AAA Central Penn's policies and procedures and AAA National's Quality Standards.
  • Handling all requests utilizing a "one-call" resolution service concept, following complete customer experience from beginning to end with necessary follow up.
  • Updating and or processing new memberships, membership renewals, automatic renewals, or other membership account maintenance such as change of address, corrections and etc.
  • Processing Roadside Assistance requests by accurately gathering, documenting and communicating appropriate information in order to provide timely, top quality service to members.
  • Recommending and/or promoting appropriate AAA products and services.
  • Processing Driving School and Mature Operator class enrollments.
  • Processing detailed routing (Trip Tik) requests from members according to the member's preference.
  • Make appropriate recommendations to improve the member's overall service experience.
  • Offering and processing reservations for lodging, car rental, and travel using AAA preferred vendors whenever possible.
  • Processing point of sale and credit card transactions as needed.
  • Taking and following instruction from management as requested or required.
  • Working effectively in a team environment.
  • Achieving sales and service goals.
  • Attending meetings and training as scheduled by management.
Necessary Knowledge, Skills And Abilities
  • Customer Interaction Skills - Understands and anticipates customers' needs and expectations, and strives to meet or exceed those expectations; uses exemplary customer relations and interpersonal skills in resolving problems, dealing with emotions and demonstrating a positive caring attitude upon each contact.
  • Ability To Work Independently - Possesses the ability to independently and without constant supervision apply company policies and procedures in order to achieve a specified outcome.
  • Communications Skills - Accurately obtains and succinctly delivers information using multiple channels and proper etiquette; speaks clearly and in an understandable manner; uses concise statements and correct system codes with vendors to minimize time required to communicate; tactfully controls interactions in order to efficiently obtain and give necessary information; clearly explains policies and benefits.
  • Active Listening - Listens to, interprets, understands, and processes verbal information; asks probing questions for clarity; ensure all key information is accurately obtained and/or conveyed.
  • Problem Solving and Resource Allocation - Analyzes information, identifies alternatives, and makes sound logical decisions; maximizes utilization of available assets and deviates from standard procedures when appropriate in order to deliver an exceptional customer experience.
  • Teamwork and Cooperation - Maintains good teamwork and cooperative working relationships.
  • Time Management and Multi-Tasking - Simultaneously performs multiple tasks, efficiently uses time, and creates order out of chaos; deals effectively with high business volume and time pressure, dynamically changes tasks as the business needs or conditions require.
  • Flexibility/ Adaptability and Ability to Learn - Adapts quickly and is flexible in adjusting to meet changing requirements across different situations; has a predisposition for quickly acquiring and assimilating knowledge and skills.
  • Map Reading and Location Determination - Proficiently uses maps, landmarks and other resources to accurately pinpoint locations.
  • Computer Skills - Uses computer keyboard and systems to enter accurate and complete transactional information and monitors multiple applications to determine necessary actions; routinely uses Microsoft Office Suite, internet, email, fax and various business systems and software applications in daily business operations.
  • Promotion and Sales Skills - Sells the value of AAA and "On-The-Go" related services; identifies and recommends AAA/CAA products and services that will meet customer needs.
  • Integrity - Demonstrates honesty and trustworthiness in all aspects of the job.
Education And/Or Experience
High school diploma or general education degree (GED) required. Previous customer service, call center, or travel agency related experiences are helpful. Language Skills
Ability to proficiently speak read and write the English language interpreting documents such as maps, safety and compliance rules, operating instructions, procedure manuals and spreadsheets; effectively communicate verbally one-on-one and present information or offer instruction to small groups. Bilingual abilities are helpful.

Schedule: Monday, Thursday, Friday & Sunday, 4:00pm - 10:00pm; Wednesday - 5pm - 10pm

For consideration, please complete this job application* and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

AAA Central Penn is an equal opportunity employer.

* the application works best in Internet Explorer; if you use another browser, please make sure that it opens PDFs with the appropriate Adobe program


Part-Time Driving School Instructor for Dauphin & Cumberland Counties

Instructs individuals on the theory and practical application of driving skills by performing the following duties:

  • Provide high quality instruction to novice drivers in AAA-owned training vehicles according to AAA and PA Department of Education guidelines.
  • May occasionally instruct novice and experienced drivers in a classroom environment in accordance with AAA, PA Department of Education and PENNDOT guidelines.
  • May occasionally assess in-car driving skills of experienced drivers in AAA-owned training vehicles.
Essential duties and responsibilities include the following; other job-related duties may be assigned
  • Attendance is an essential function of the job.
  • Demonstrates and explains handling of automobile with regard to driving techniques and mechanical operation of an automobile.
  • Evaluates individual's performance of routine driving in city, country & highway environments and parking requirements.
  • Observes individuals driving habits and reactions under various driving conditions to ensure conformance with vehicle operational standards and state vehicle code.
  • Teaches motor vehicle regulations and safe driving practices.
  • Facilitates maintenance and physical condition of the training cars.
Necessary knowledge, skills, abilities and requirements
  • Must have a current Pennsylvania driver's license (no moving violations within the previous 3 years).
  • Must have a least five years or more driving experience (minimum of 15,000 miles).
  • Must have a Private Driver Training School Teacher Certificate or be able to obtain it within three months of hire date
  • Must be able to pass Pennsylvania Child Abuse History Clearance
  • Must be able to pass state and federal criminal background checks
  • Have good communication skills when using phone and email.
  • Has good organizational skills with regard to adhering to set schedule and documentation deadlines.
  • Knowledge of the requirements of the PennDOT Licensing examination.
  • When teaching students in-car, the instructor must be constantly vigilant of the driving environment during lessons to ensure the safety of themselves, the student, pedestrians, other drivers on the road and public, private and AAA-owned property. To accomplish this, instructors may be required to react very quickly to apply the secondary instructor brake and/or reach across the vehicle to take control of the steering wheel.
  • Must have knowledge of the PA traffic laws, operation of motor vehicles, comfort with control of a vehicle from the passenger seat, ability to deal positively with all levels of student driving ability.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience
Bachelor's degree from four-year college preferred; Driving School Instructor or Teacher of Driver Education is desirable. The ability to convey that knowledge to students, mostly teenage first time drivers but also some experienced and mature drivers, in a positive learning environment in which the student feels relaxed and receptive to learning but alert to the dangers of operating a motor vehicle on public highways.

Schedule
This position is on demand or as needed only, based on student's interest. One week notice will be given to the Instructor for the upcoming classes. Must be willing to instruct/teach the DIP and Mature Operator classes.

For consideration, please complete this job application* and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

AAA Central Penn is an equal opportunity employer.

* the application works best in Internet Explorer; if you use another browser, please make sure that it opens PDFs with the appropriate Adobe program


Part-Time and Full-Time Member Services Specialist - Camp Hill Office

Performs various and associated duties primarily involving sales and services to members and non-members to include taking orders over the phone, meeting with the customer and troubleshooting problems.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Attendance is an essential function of the job.
  • Greet AAACP members/customers in a pleasant, professional manner
  • Distribute promotional items to AAACP member/customer such as PennDot output products, maps, tour guides and camping books, brochures; credit card applications, etc.
  • Provide members with pertinent information regarding their membership, entitlements and benefit limitations.
  • Process different types of memberships; order replacement membership cards and issuing temporary membership cards; accept payments and issue a receipt, if necessary.
  • Process advanced membership entries such as interclub and transfer ins
  • Process trips through Auto Travel software using basic knowledge of US and Canadian Geography; read and mark maps
  • Sell Travel store items, park tickets and financial services and products (TMD, credit cards, etc.)
  • Distribute passport applications and take photos
  • Process IDP's
  • Process vehicle and driver license renewals
  • Provide members with pertinent information regarding their ERS services, entitlements and benefit limitations.
  • Attend meetings and training exercises as required.
Education and Qualifications:
High school diploma or GED a must; one to two years of customer service experience; computer skills required; must have ability to read maps; solid knowledge of basic geography; PA Notary Public Certification is desirable or must be able to obtain a PA Notary Public Certification within 4-9 months of hire. Salary based on experience.

*** Part-Time Schedule: Monday, Thursday, & Friday, 11:00am - 5:00pm; Wednesday, 12:00pm - 6:00pm; Saturday, 9:00am - 12:00pm
May work as needed up to a maximum of 29 hours per week

*** Full-Time Schedule: Monday - Friday, 9:00am - 5:00pm; every other Saturday, 9:00am - 12:00pm

For consideration, please complete this job application* and (if applicable) send a resume and salary requirements to jobs@aaacp.com.

AAA Central Penn is an equal opportunity employer.

* the application works best in Internet Explorer; if you use another browser, please make sure that it opens PDFs with the appropriate Adobe program