Employment Opportunities

Full-Time Receptionist - Lititz

Greets members, customers, visitors entering the office or by phone and directs them to the appropriate area/department for service. The receptionist assists with traffic flow in the branch and performs service tasks not requiring extensive or significant amounts of time per member/customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE 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, ascertaining the reason for their visit to the office and places them in a queue and/or directs them to the appropriate department/person for service.
  • Answers and directs telephone calls and addresses general membership questions.
  • Contacts members and informs them of materials ready for pickup.
  • Distributes items stored or held in the reception desk for pick-up such as: Penn DOT products, maps, Tourbooks, guides, brochures, credit card applications, etc.
  • Distributes mail and other deliveries, as well as signing for courier deliveries.
  • May perform membership functions to include: accepting payments and issuing a receipt, if necessary; ordering replacement membership cards, issuing temporary membership cards and processing travel store sales.
  • Assists branch departments in ordering and stocking vendor and destination/attraction brochures.
  • Promotes all AAA products and services and assist branch in attaining company goals.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent verbal and written communication skills.
  • Strong, outgoing personality and excellent customer service skills.
  • Proficiency in operation of telephone system, laser printer, and Pitney Bowes postal meter.
  • Computer knowledge with keyboarding skills and applications such as Microsoft, Axis, Navigator, Spark and the Queuing system.
  • Knowledge of all AAA membership information and road service offerings in order to discuss this information with members and visitors.
  • Demonstrate use of reference materials such as Intranet, Internet and tour books and maps.
  • Use of suggestive selling, cross selling or cross referring to encourage increased use of AAA services.
  • Use of office electronics such as fax, copy machine and telephone system.

EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); one to three years related experience and/or training, or equivalent combination of education and experience.

Schedule: Monday, Tuesday, Thursday & Friday, 9:00am - 5:00pm; alternating Wednesdays, 9:00am - 5:00pm or 10:00am - 6:00pm; 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.


Part-Time Contact Center Service Specialist - Harrisburg

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, 2:30pm - 11:00pm; Saturday, 2:30pm - 7:30pm

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.


Supervisor, Discoveries - Harrisburg

In addition to the responsibilities of the Group Travel Agent the Group Department Supervisor will be responsible for the operations of the Group Travel Department especially during times when the Group Department Manager is not in attendance. Approves contracts, cost sheets and brochures. Trains staff and escorts. Assists the department manager with business plans, marketing plans and promotions.

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

  • Attendance is an essential function of the job.
  • Leads team.
      Supervises the group department staff to assure compliance with Standard Operating Procedures, problem solving and personnel performance.
    • Attends and/or conducts meetings as required.
    • Ensures that all files and records are maintained and up to date.
    • Ensures proper communications are in place with branches.
    • Trains department staff in all aspects of work assignments/duties.
  • Ensures positive customer experience with company.
      Responds to and resolves member concerns applying Club policies and procedures, making occasional exceptions as needed.
    • Monitors and coaches performance to ensure that all transactions are a positive experience.
    • Ensures good communication throughout all teams and with all individuals involved in the service delivery process providing feedback as necessary to refine and improve daily operations.
  • Achieves all business goals.
      Sets goals for staff that are consistent with departmental goals and holds staff members accountable to meet job expectations.
    • Collaborates with the department manager to formulate policies, procedures and operations.
    • Participates in the planning and execution of marketing and promotional events.
    • Adheres to budgets and profit goals.
    • Conducts staff assessments providing coaching and mentoring as needed to achieve goals.
    • Assists with technical problems and enhancements in particular Campana updates and releases.
    • Prepares financial reports including month-end close out of current files and the P-Card statement.
    • Reviews cost sheets, contracts and brochures to assure accuracy and completeness.
    • Escorts, travels to branches, represents AAA at events and attends meetings.
    • Works independently to plan his/her own daily and weekly work schedule using personal judgment in making decisions and using own initiative in performing daily duties, while remaining flexible due to the nature of the position.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES
A working knowledge of computer applications: Excel, Power Point, Word, Axis; and supplier products and policies. The position requires expertise in the management of staff and customer service, financial reports, writing, editing and proofing of documents.

SUPERVISORY RESPONSIBILITIES
The Supervisor, Group Travel has supervisory authority over the Group Travel Agent position. Directly supervises the team ensuring that functions such as hiring, scheduling, payroll, setting job expectations, coaching and mentoring, training, performance appraisals and quality assurance are all successfully completed in accordance with AAA Central Penn policies and procedures and applicable laws.

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
An Associate Degree in Travel or similar industry certifications and experience, CTC preferred. Requires 3-5 years' experience in travel. Supervisor experience preferred. We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Full-Time Contact Center LEAD Service Specialist - Harrisburg

Receives customer inquiries using multiple channels and assists the Contact Center Supervisor in the daily coordination of operational activities at and between AAACP's Contact Center locations in accordance with established policies, procedures and AAA Quality Standards. 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.
  • Leads team.
    • Serves as a mentor and role model demonstrating AAACP's 'One-Call resolution' philosophy.
    • Leads and assists the team in the absence of a supervisor.
    • Demonstrates the Club's 'Core Values' (Adaptable, Committed, Trustworthy and Empowered)
    • Monitors daily activity using the Club's business management systems.
    • Ensures that daily reports and transaction records are properly completed.
    • Promotes and maintains an engaged, professional, courteous, ethical and safe work environment.
    • Guides and mentors the team to achieve goals.
  • Ensures positive customer experience with company.
    • Serves as a ready knowledge-based resource for programs, products and services.
    • Independently makes appropriate decisions and applies company policy, procedures and AAA Quality Standards.
    • Responds to and resolves escalated customer concerns, making reasonable exceptions for the purpose of improving the members' experience with AAA.
    • Ensures effective communication throughout the team.
    • Promotes Travel Agency products and processes reservations for lodging and car rental, using AAA preferred vendors whenever available.
    • Responds to general inquiries relative to AAACP's Insurance Agency's product offerings and appropriately directs clients to licensed agents as required by associated government and industry regulations.
  • Achieves all business goals.
    • Maintains broad general knowledge, of all AAA products and services.
    • Attends meetings and supports AAACP's training and development programs.
    • Monitors the queues alerting the Supervisor when service levels are below normal and ensures AAACP's resources are used efficiently and effectively.
    • Proactively provides feedback to a supervisor to refine/improve daily operations.
    • Provides feedback to include recommending/promoting relevant AAA products and services to improve the member's overall experience and value of membership.
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 to minimize time required to communicate; tactfully controls interactions in order to efficiently obtain and convey 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; Possesses, and able to apply, conciliatory skills.
  • 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 transactional 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 - Possess basic consumer automotive knowledge, proficient in the use of contact center management systems including: Automated Call Distribution (ACD) systems, POS systems, client management systems, reservation systems such as Galileo/Apollo and Travel POS systems; an understanding of notary services. Notary License and/or CTC preferred.
  • Promotion and Sales Skills - Ensures the team 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.
SUPERVISORY RESPONSIBILITIES
Assists the Supervisor with communication and feedback only.

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
A High School Diploma or General Education Degree (GED) and a minimum of 2-years of customer service experience or an equivalent combination of education and experience. Previous contact center and or supervisory experience are desirable.

****SCHEDULE: Sun, Mon, Tues, Wed, & Sat, 2:30 - 11:00pm; Thur and Fri off

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.


Full-Time Contact Center Service Specialist - Harrisburg

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: Sunday - Thursday, 6:00am - 2:30pm; off Friday and Saturday

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.


Full-Time Travel Agent, Discoveries - Harrisburg

The Travel Agent, Discoveries arranges domestic and international AAA group trips working in a team environment utilizing AAA preferred suppliers to ensure high quality products with excellent value are delivered to our clients. The Travel Agent, Discoveries also works directly with frontline Travel Agents and clients. Travel Agents, Discoveries handle trip files from set up to completion including quotes, pricing, reservations and closeout.

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

  • Attendance is an essential function of the job.
  • Makes arrangements with various suppliers for group trips for accommodations and services including but not limited to airlines, rail companies, hotels and resorts, motorcoach, cruise lines, tour operators, sightseeing companies, baggage handlers.
  • Uses the AAA preferred operating system, specialized department software and MS Office applications to put together group trips.
  • Takes reservations from frontline Travel Agents for AAA group trips.
  • Sets up files and maintains accurate records of reservations, contracts, cost sheets, client information and payments.
  • Reviews files to make certain all payments are accounted for and all follow up has been completed to ensure timely and accurate file closing.
  • Participates in staff meetings as necessary.
  • Develops and distributes group trip brochures.
  • Solicits and develops new group business.
  • Develops Travel Agent summary sales reference guides.
  • Reviews and organizes supplier documents for accuracy in preparation for delivery to clients and escorts.
  • Researches and organizes relevant travel information regarding insurance, legal documentation, destination information and health advisories.
  • Reports problems to the Group Department Supervisor and follows up in a timely manner to correct problem situations.
  • Assists with group departures as scheduled from airports, offices and other venues.
  • May escort group trips following the successful completion of AAA Group Escort training.
  • Participates in promotional events to assist in sales of group trips.
  • Sets up locales and agendas and presents group briefings.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • In depth knowledge of the travel industry and geography including transportation, accommodations, cruising, tours, documentation, insurance and travel suppliers.
  • A working knowledge of computer applications: Excel, Power Point, Word, Axis; and supplier products and policies.
  • Accurate accounting, good listening skills, excellent customer sales and service skills, flexibility to work outside of normal business hours, organization, phone etiquette.
  • Time management and attention to detail is a must.
  • Work accurately and timely in a fast paced environment while multi-tasking.

QUALIFICATION/EXPERIENCE:
Qualified candidates should have a Degree in Travel & Tourism or related work experience. CTC and/or DS certification desirable. Excellent customer services skills; must be able to work independently with minimum supervision; able to make independent judgments; must have exceptional computer and multitasking skills; accuracy is vital to this position; excellent problem-solving skills are essential; good communication skills and be able to deal with the public over the phone and/or in person on daily basis.

SCHEDULE:
Mon, Tues, Thur, & Fri, 9:00am - 5:00pm; Wed, 9:00am - 6:00pm; 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.


Part-Time and Full-Time RSA Specialist - Harrisburg

The primary role of the Roadside Assistance Service Specialist is to receive and handle roadside assistance requests or inquiries and includes dispatching requests to service providers, and assisting customers to be "On-The-Go", using multiple communication channels and providing a personalized and engaged 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 and to be at the assigned workstation, ready to work, at the scheduled starting time are essential functions of the job.
  • Handles every transaction and response in a professional, positive and courteous manner in accordance to established guidelines pertaining to service levels and utilizing AAACP's "one-call" resolution service philosophy.
  • Speaks/writes clearly and concisely in all communications.
  • Properly utilizes all AAA Central Penn's business systems and resources to provide exemplary service.
  • Accurately and appropriately gathers, documents and communicates information.
  • Dispatches requests including an explanation of the situation, vehicle problem, location, etc., and otherwise assists service providers to solve problems.
  • Prioritizes requests based on various criteria (safety, expedience, weather, traffic, etc.) maximizing the effectiveness of available assets ensuring safety related issues are the highest priority and that police or other emergency situations are handled appropriately as circumstances warrant.
  • Manages the complete roadside assistance experience providing necessary follow-up and feedback.
  • Maintains effective communications with service providers and proactively notifies the owners/managers/dispatchers whenever drivers cannot be contacted or when other concerns arise.
  • When necessary, manually pinpoints locations, determining appropriate service provider, and assisting as needed.
  • Advises customers about problem resolution, safety related issues, covered benefits, service alternatives during extreme weather, obtaining repair service, and additional charges that may apply.
  • Proactively notifies customers of any changes affecting service expectations or outcomes.
  • Actively promotes AAA/CAA all products and services.
  • 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).
  • Processes sundry point of sale and credit card transactions accurately and as needed.
  • Takes and follows instruction from management as requested or required.
  • Works effectively in a team environment.
  • Demonstrates the Club's 'Core Values' (Adaptable, Committed, Trustworthy and Empowered).
  • Attends meetings and training exercises as scheduled by management.
  • Achieves service and performance goals.

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 - Analyzes information, identifies alternatives, and makes sound logical recommendations or decisions.
  • Resource Allocation - 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.

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:
H.S. diploma or GED/equivalent with a minimum of 2-years of customer service experience. Previous dispatch experience is desirable.

Full-Time 1st Shift: Week 1 - Sun, Tues, Wed, Thur, & Fri, 6:00am - 2:30 pm
Week 2 - Mon, Tues, Thur, Fri, & Sun, 6:00am - 2:30 pm

Part-Time 2nd shift: Week 1 - Mon, Wed, Thur, 5:00pm - 11:00pm; Sat 2:30pm - 11pm
Week 2 - Mon, Tues, Fri 5:00pm - 11:00pm; Sun 2:30pm - 11:00pm

Full-Time 2nd Shift: Mon - Fri 2:30pm - 11:00pm; and every other weekend.

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Full-Time Contact Center Service Specialist - Harrisburg

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: Sunday, Monday, Tuesday, Wednesday & Saturday, 2:30 - 11:00pm

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.


Full-Time RSA Supervisor - Harrisburg

Responsible for supervising the daily internal operation of AAACP's Roadside Assistance (RSA) program including: dispatching service requests to contracted providers or the Club Owned Fleet (COF), scheduling and attending to personnel needs, maintaining "above average" customer satisfaction levels, achieving team goals, equipment and vehicle maintenance support, inventory control, internal administrative support; Coordinates between various divisions within Automotive Services (COF contractor network, AAR) ensuring a consistent customer experience; Administers systemic processes including but not limited to cash drawer, sundry, POS and related inventory controls; Maintains appropriate levels of security for business related documentation, personal information, cash drawer and receipts, reports and forms.

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.
  • Leads the team.
    • Sets clear expectations.
    • Promotes and maintains an engaged, professional, courteous and safe work environment.
    • Monitors daily operational activity in accordance to AAA Quality Standards.
    • Attends to, and proactively resolves staff concerns partnering with the Human Resource team as necessary.
    • Ensures that official records, reference and compliance materials are available, maintained, and current.
    • Attends/Conducts meetings, training exercises and development programs as needed.
  • Ensures a positive customer experience with AAA.
    • Ensures good communication throughout all aspects of the service delivery process.
    • Routinely update customers of the progress or any changes associated with a service request.
    • Performs routine quality assurance monitoring.
    • Provides feedback to refine and improve daily operations.
    • Responds to and resolves customer needs/concerns applying Club policies and procedures.
    • Makes occasional policy exceptions as appropriate.
  • Achieves all business goals.
    • Demonstrates the Club's 'Core Values' (Adaptable, Committed, Trustworthy and Empowered).
    • Proactively monitor, assess, and coach team (or individual) performance as needed to achieve goals.
    • Holds individuals accountable to meet expectations.
    • Ensures work stations, facilities, equipment, and fleet vehicles are properly maintained.
    • Supports all AAACP service and sales initiatives.

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 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; possesses, and able to apply, conciliatory skills.
  • 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 screens to determine necessary actions; routinely uses Microsoft Office Suite, internet, email, fax and various business systems and software applications in daily business operations.
  • Operation of Service Vehicles - Possesses a valid PA driver's license with a good driving record; the ability to safely operate light and medium duty service vehicles on public roads; basic knowledge of roadside assistance, towing and recovery procedures;
  • Technical Skills - Possess strong automotive knowledge uses basic technical knowledge of vehicles and equipment used appropriately support the team and serve customers.
  • Inventory Control - General knowledge of materials handling, receipt of incoming materials, storage principles, inventory management systems, point of sale systems, and associated administration processes.
  • Promotion and Sales Skills - Ensures the team 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.

SUPERVISORY RESPONSIBILITIES:
Supervises the staff of an assigned shift within the Contact Center in accordance with AAACP policies and procedures and applicable laws. Is responsible for communicating the overall direction, coordination and evaluation of this unit. Responsibilities include interviewing, hiring, training; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:
Post-secondary education with a minimum of 1-year management experience is preferred or the equivalent of education and experience. Previous customer service experience, automotive repair and 3-years fleet/dispatch experience is desirable.

***Schedule: Monday - Friday, 2:30pm - 11:00pm; One weekend day split shift 10:00am - 6:00pm

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Full-Time Contact Center Service Specialist - Harrisburg

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, Tuesday, Wednesday, Friday & Saturday, 2:30 - 11:00pm

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.


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

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. P & C Insurance License Preferred.

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, Tuesday and Friday 2:30pm - 11:00pm, and Saturday 6:00pm - 11:00pm

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.


Part-Time Member Services Specialist - Lewistown

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 INCLUDE 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 4-6 months of hire.

Schedule: Monday and Tuesday 9:00am - 5:00pm, and every other Wednesday 9:00am - 6:00pm, and Saturdays 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.


Part-Time Member Services Specialist - Gettysburg

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 INCLUDE 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 4-6 months of hire.

Schedule: Monday - Friday, 9:00am - 2:00pm; 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.


Part-Time Member Services Specialist - Harrisburg

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 INCLUDE 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 4-6 months of hire.

Schedule: Tuesday, Thursday & Friday, 11:00am - 5:00pm; Wednesday, 12:00pm - 6:00pm; 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.


Full-Time Contact Center Service Specialist - Estelle Dr, Lancaster

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: Saturday, Sunday, Monday, Tuesday, Wednesday, 2:30 - 11:00pm; Thursday, Friday, OFF

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.


Full-Time Travel Agent, Discoveries - Harrisburg

The Travel Agent, Discoveries arranges domestic and international AAA group trips working in a team environment utilizing AAA preferred suppliers to ensure high quality products with excellent value are delivered to our clients. The Travel Agent, Discoveries also works directly with frontline Travel Agents and clients. Travel Agents, Discoveries handle trip files from set up to completion including quotes, pricing, reservations and closeout.

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

  • Attendance is an essential function of the job.
  • Makes arrangements with various suppliers for group trips for accommodations and services including but not limited to airlines, rail companies, hotels and resorts, motorcoach, cruise lines, tour operators, sightseeing companies, baggage handlers.
  • Uses the AAA preferred operating system, specialized department software and MS Office applications to put together group trips.
  • Takes reservations from frontline Travel Agents for AAA group trips.
  • Sets up files and maintains accurate records of reservations, contracts, cost sheets, client information and payments.
  • Reviews files to make certain all payments are accounted for and all follow up has been completed to ensure timely and accurate file closing.
  • Participates in staff meetings as necessary.
  • Develops and distributes group trip brochures.
  • Solicits and develops new group business.
  • Develops Travel Agent summary sales reference guides.
  • Reviews and organizes supplier documents for accuracy in preparation for delivery to clients and escorts.
  • Researches and organizes relevant travel information regarding insurance, legal documentation, destination information and health advisories.
  • Reports problems to the Group Department Supervisor and follows up in a timely manner to correct problem situations.
  • Assists with group departures as scheduled from airports, offices and other venues.
  • May escort group trips following the successful completion of AAA Group Escort training.
  • Participates in promotional events to assist in sales of group trips.
  • Sets up locales and agendas and presents group briefings.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • In depth knowledge of the travel industry and geography including transportation, accommodations, cruising, tours, documentation, insurance and travel suppliers.
  • A working knowledge of computer applications: Excel, Power Point, Word, Axis; and supplier products and policies.
  • Accurate accounting, good listening skills, excellent customer sales and service skills, flexibility to work outside of normal business hours, organization, phone etiquette.
  • Time management and attention to detail is a must.
  • Work accurately and timely in a fast paced environment while multi-tasking.

EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; one year of Travel Agency or Group Travel experience; or equivalent combination of education and experience.

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Full-Time Light Service Fleet Technician - Harrisburg

Under the supervision of the Fleet Supervisor, to provide rapid and efficient battery and light duty service to members with automotive difficulties. Responsible for promoting and supporting a safe work environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Attendance is an essential function of the job.
  • Assist member in a vehicle breakdown situation: Receive call from call center, acknowledge the call, drive to determined area, position service vehicle, confirm arrival with call center, investigate situation with member and explain required service to member.
  • Independently make on-site decisions applying Club policy and guidelines solving problems on-site.
  • Maintain service vehicle including cleaning vehicle's exterior, cleaning vehicle's interior, check on-board inventory, inspect tools, inspect equipment, inspect communication systems, inspect/pack safety equipment, inspect consumables, pack and verify paperwork stock.
  • Diagnose and, if possible, remedying minor automotive problems such as jump starting dead batteries, unlocking vehicles, changing tires, providing fuel, removing hanging mufflers, removing stuck keys and freeing stuck parking brakes.
  • When requested, perform battery service in accordance to establish policies and procedures including; testing vehicle current drain, battery and charging system condition, prepare vehicle for battery installation, install replacement battery, explain warranty and complete necessary documentation.
  • Other duties may be assigned.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, the applicant must be able to pass a "fitness for duty" test. 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.

REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to apply judgment as to discern whether a vehicle is safe to drive after repairs have been made. Good customer relations skills and the ability to interact positively with members who may be under stress. Ability to read and interpret documents such as maps, safety rules, operating instructions, and procedure manuals. Ability to speak effectively one-on-one with members or employees of organization and clearly report any test results to the member. While performing the duties of this job, the employee is regularly required to sit and talk or hear. Duties may require lifting and carrying equipment weighing up to 75 pounds, bending, stooping, kneeling and laying on the ground. Ability to drive fleet vehicles and communicate with members. Must work outside in all weather conditions.

EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) or equivalent knowledge and experience. Requires experience in the automotive repair field; must have knowledge of how to fix a wide variety of minor problems in innumerable vehicle types on the road. A valid state license (minimum two years experience), ability to operate manual and automatic transmissions with heavy loads and an acceptable driving record is required.

Rotating Schedule:
Week 1: Monday, Tuesday, Wednesday, Friday & Saturday, 2:00pm - 10:00pm
Week 2: Sunday, Monday, Wednesday, Thursday & Friday, 2:00pm - 10:00pm

Must be able to work on weekends and holidays.

We offer a complete compensation package, which include competitive salary and paid training.

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.


Full-Time Insurance Sales Agent - Carlisle / Gettysburg

The Insurance Sales Agent is responsible for prospecting new clients, cross-selling existing clients, increasing new business revenue, increasing the number of policies per insured household, and increasing renewal retention rates. The primary target market for new business will be AAA Central Penn's existing membership pool that does not currently insure with us. Renewal expiration lists will also provide ample opportunity to increase new business revenue while directly improving renewal retention rates.

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

  • Attendance is an essential function of the job.
  • Maintain a valid Pennsylvania Resident Agent's License.
  • Know and consistently express our total value proposition.
  • Perform all aspects of effective sales prospecting by telephone, email or in person.
  • Perform proper exposure analysis and needs analysis to offer true advice & counsel.
  • Make 50 prospecting calls each week with supporting documentation in AMS suspense.
  • Review monthly expiration lists and contact all first-year renewal clients to cross-sell additional product lines and AAA services.
  • Increase renewal retention rate, policies per household and new business revenue through regular contact with existing clients.
  • Achieve a Sales Closing rate no less than 33%.
  • Pre-qualify call-in prospects and walk-in prospects.
  • Be proficient at prospecting, quoting, sales and systems (internal & external).
  • Disseminate information in a clear, concise, accurate and professional manner.
  • When determined necessary by the CSA Coordinator, promptly assist Client Services Agents in solving complex customer service or carrier-related issues.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Must have a current Pennsylvania Resident Agent's License to sell Insurance
  • Must have and demonstrate a commitment to prospecting, increasing sales and achieving high retention rates as determined.
  • Must be well-organized and detail-oriented.
  • Must possess excellent time management skills.
  • Must demonstrate excellent verbal and written communication skills.
  • Must possess an ability to overcome others' objections to closing the sale.
  • Must possess an ability to influence others to arrive at a mutually beneficial outcome.
  • Must possess strong knowledge of departmental and carrier systems.

EDUCATION and/or EXPERIENCE
Associate degree plus one to two years' related experience and/or training; or equivalent combination of education and experience.

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Full-Time Manager, Data Analytics - Harrisburg

Supervise the Analytics Team. Manage database project requests, customer service and deadlines. Primary contact for all business analytics, reporting, and e-business. Interact with Business Lines to include sales, product development, and member services to ensure that data and information accurately guides and supports business decisions. Provide back-up support to Analytics Team as needed with data mining and reporting duties related to the daily operations of the Database Analytics Department.

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

  • Attendance is an essential function of the job.
  • Ensures the timeliness and accuracy of internal and external reports and analytics deliverables.
  • Manages scheduled and ad hoc reporting needs of the organization.
  • Leads and executes complex data related analytical projects to drive business decisions and efficiencies.
  • Oversees large data related projects and collaborates with cross-functional departments to develop and implement improved reporting and data workflows and processes
  • Monitors project traffic flow and provides project management support.
  • Mentors and manages a team of business and marketing analysts of variable skill and practice levels.
  • Analyzes and monitors ROI on marketing projects, campaigns and business initiatives.
  • Leverages advanced analytics techniques on large and disparate data sets for the purpose of delivering analyses and insights or formulating analytics-enabled solutions.
  • Builds and manages algorithms, visualizes results and communicates or presents capabilities for decisioning by business lines and senior management.
  • Uses data manipulation and analytics tools to execute analysis on large data stores.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Advanced understanding of data analytics techniques and principles
  • Effective team leader and communicator with the ability to motivate and inspire employees
  • Ability to champion ideas and provide thought-leadership
  • Adept at organization, planning, problem analysis and problem-solving
  • Superior project management skills
  • Proficiency with Microsoft Office, Adobe Creative Suite and graphic design standards
  • Ability to operate under pressure and meet tight deadlines
  • Practice good judgment and effective decision making
  • Build and maintain excellent working relationships to attain goals
  • Be self-motivated, confident, energetic, and creative

SUPERVISORY RESPONSIBILITIES
Manage the Data Analytics Team to include the Marketing Analyst, Business Analyst, and may provide guidance and direction to other positions as deemed necessary.

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
Business or marketing-related degree; 5 to 8 years of marketing experience; 1 to 3 years of management experience to include supervising staff or managing projects; proven experience in all aspects of marketing; relevant product and industry knowledge.

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Full-Time Director, Travel Services - Harrisburg

Provides strategic and tactical direction to the Travel Agency. Directs, coordinates, and participates in merchandising travel agency services by performing the following duties personally or through subordinate supervisors. Plans, directs and has overall responsibility for all customer service/ MRM functions as it pertains to the Travel Agency. Maintains adherence to quality standards set by the National Office.

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

  • Attendance is an essential function of the job.
  • Leads team.
    • Responsible for the daily operation and profitability of the department develops new programs and sets policy and procedures.
    • Reviews employee sales activities to ensure cost calculations, and transportation scheduling are correct.
    • Plans work schedules for management employees.
    • Coordinates Group Travel direction/product to include design, set-up, promotion, and the sale of specialized tours and group packages.
    • Arranges for motivation and cross-training of staff.
    • Ensures Travel Training program is in place and adequate to meet objectives
    • Maintains a positive working relationship with all AAA departments.
    • Represents the Travel department at conferences and meetings.
    • Sets department minimum expectations and goals, ensures accountability and evaluates performance of team
  • Ensures positive customer experience with company.
    • Directs and coordinates activities of management and sales staff engaged in advising clients on current traveling conditions, planning client travel and itineraries, calculating costs for transportation and accommodations, ticketing and booking functions.
    • Works with marketing to design and implement a comprehensive marketing plan for the agency assuring maximum value to AAA Travel.
    • Ensures compliance with ARC/IATAN regulations and security of funds.
    • Troubleshoots and resolves client travel issues, complaints and problems.
    • Promotes Travel services with activities such as group presentations and company-sponsored trips.
    • Negotiates agreements with preferred vendors.
    • Serves as contact and spokesperson for AAA Travel with all media on travel agency matters and industry affairs.
  • Achieves all business goals.
    • Prepares annual business plan stating goals, objectives and strategies. Ensure effective use of assigned marketing funds. Coordinated corporate and promotional funds.
    • Coordinates sales promotion activities, approves advertising copy and supervises travel displays.
    • Designs and implements agency strategic plans.
    • Develops agencies annual budget.
    • Establishes expectations and standards of service quality to branch offices.
    • Established and maintains preferred working partnerships with vendors and meets routinely to evaluate performance of partnership and sales strategies.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • CTC certification from ICTA required.
  • Ability to read, analyze, and interpret financial reports, and legal documents.
  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
  • Ability to write speeches and articles for publication that conforms to prescribed style and format.
  • Ability to effectively present information to top management, public groups, and/or boards of directors
  • Travel Agency operations, MSOffice; Travel Insurance; Geography; Basic accounting, marketing, personnel management; professional writing and speaking.
  • Extensive travel experience, Travel Agency operations incl airlines, cruise, tours and packages, group travel, hotel/resort, car rental, travel insurance, MSOffice; Allianz Travel Insurance product
  • Geography; Basic accounting, marketing, Personnel Management; professional writing and speaking; negotiating contracts; personnel management, risk and inventory management, problem solving, customer service experience
  • Professional degree of judgment, integrity, commitment.

SUPERVISORY RESPONSIBILITIES
Manages Travel operations at all branch offices and the Group Travel department. Is responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE
Bachelor's degree (B. S.) from four-year college or university plus ten years of travel experience and five years of leadership experience.

LANGUAGE SKILLS
Ability to proficiently speak, read and write the English language; interpret documents such as maps, safety rules, operating instructions, procedure manuals and spreadsheets; effectively communicate both verbally and in writing, one-on-one and/ or with small groups adapting to different situations and personality styles.

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.


Part-Time Driving School Instructor - Harrisburg/Camp Hill

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

  • During the School Year (September - May)
    Monday - Friday, 3:00pm - 6:00pm; Saturday, 9:00am - 3:00pm
  • Summer Hours (June - August)
    Monday-Saturday, 9:00am - 3:00pm

There may be some Sunday afternoon hours for in-car lessons in lieu of Saturday hours to accommodate customer needs. 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.


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.

PT Schedule: Monday, Thursday & Friday, 2:30pm - 11pm; Saturday, 2:30pm - 7:30pm

We offer a complete compensation package, which include competitive salary, and a comprehensive employee benefits program.

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.