Employment Opportunities

Full-Time – Sales Insurance Manager

SUMMARY
The Sales Manager will be responsible for the coaching and mentoring of the insurance staff in order to grow production and to improve on efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Attendance is an essential function of the job.
  • Leads sales operations within AAA Central Penn Insurance Agency.
  • Meets with sales agents daily.
  • Work with sales agents to improve sales competencies and increase number of sales.
  • Tracks sales results (close ratios, quotes and sales).
  • Report to Director of Insurance with feedback on agents and give suggestions on changes.
  • Works with Director to create and implement business strategies and goals.
  • Use phone system to listen to recorded calls and coach from these calls.
  • Develop sales tools and tracking for sales agents daily activities.
  • Good communication skills and interpersonal skills.
  • Be proficient at quoting and sales.
  • Keeps current with continuing education.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES
Must have a current personal lines property and casualty license and life and health license or acquire them within 60 days of employment. Proficient in Microsoft excel and word. Current PA driver license. Good sales skills and knowledge of the insurance industry.

SUPERVISORY RESPONSIBILITIES
Manages all Sales Agents. Consults with the Director of Insurance as necessary.

QUALIFICATION & EXPERIENCE:
Bachelor degree from four-year college plus two years€™ related experience and/or training; or 6 years insurance and customer service experience; excellent PC & customer service skills; proven leadership, organizational, and excellent oral and written communication skills. Notary public certification is desirable. Travel industry experience is a plus.

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 Dispatch Specialist – Harrisburg

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

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

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

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

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

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

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

Rotating Schedule:
Week 1 –Monday, Tuesday & Wednesday – 8:30am – 5pm; Friday & Sunday – 6am – 2:30pm Week 2 – Monday, Tuesday, Wednesday & Thursday - 8:30pm – 5pm; Saturday – 6am – 2:30pm

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.


PT Member Services Specialist – Huntingdon

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

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

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

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

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

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

Schedule: Wednesday – 9am – 6pm; Thursday & Friday – 9am – 5pm; Saturday – 9am – 12pm

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 Training Specialist – Harrisburg

SUMMARY
Responsible for the professional development, training and support of staff and management by developing and facilitating training programs for new and existing employees.

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

  • Attendance is an essential function of the job.
  • Confers with management and Subject Matter Experts to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, and technologies.
  • Uses instructional design methodology and adult learning theory to develop training programs utilizing one-on-one and group instruction, lectures, demonstrations, meetings and workshops.
  • Selects or develops teaching aids, such as training handbooks, job aids, demonstration models, multimedia visual aids, computer tutorials and reference materials.
  • Presents information using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures.
  • Facilitates training sessions for new and existing employees on soft skills, use of computers and software systems, sales techniques, and product information.
  • Performs needs assessment to determine if training is needed for employees to achieve performance expectations and to measure progress and evaluate the effectiveness of training.
  • Researches a wide variety of training materials and vendors that will support learning in the organization and address performance gaps.
  • Attend meetings and seminars to obtain information for use in training programs.
  • Attends and participates in internal training meetings with other trainers.
  • Facilitates multiple training projects involving different skill levels for new hires and existing staff.
  • Plans, organizes, facilitates, and orders supplies for training events.
  • Performs administration work in conjunction with training to include: pre-and post-training communication, scheduling training, tracking training, training feedback, acknowledgment forms etc.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Strong background in computer systems training and documentation required.
  • Instructional design experience required.
  • Good interpersonal skills and excellent communication skills, both written and verbal, and the ability to write training materials, reports, business correspondence and handbooks and/or manuals.
  • Strong analytical and research skills.
  • Extensive knowledge and experience in Word, Excel, Outlook, PowerPoint, Apollo, AXIS and the Internet.
  • Travel and GDS experience is a plus.
  • Ability to effectively present information in a classroom environment and interact successfully with students.
  • Proven experience with audio/visual equipment, on-line programs other training aids and standard office equipment necessary.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities, however, it requires leadership ability to facilitate training sessions and work independently.

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
High school diploma or equivalent required. Two or more years of additional education, and 3-5 years training and instructional design experience preferred.

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.


FT Member Services Specialist – Harrisburg

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

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

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

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

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

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

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.


PT Member Services Specialist – James St, Lancaster

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

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

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

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

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

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

Schedule:
Monday, Thursday & Friday – 12pm – 5pm; Wednesday – 12pm – 6pm; Saturday – 9am – 12pm

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 Travel Agent, Discoveries - Harrisburg

SUMMARY
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

includes 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: up to 29 hours per week – days of the week TBD

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 – Central Region

SUMMARY
Travel Agents are responsible for selling and facilitating proper travel arrangements for AAA Members/clientele. Travel Agents work directly with clients to sell and arrange accurate travel reservations for domestic and international destinations. Travel Agents must possess a working knowledge of world geography and destinations. AAA Travel Agents are expected to work as part of a cohesive team to ensure "Totally Satisfied" service is provided to our member/clients.

Travel Agents report to their Branch Manager for daily supervision, may receive direction from the Director of Travel for Travel Department related procedures.

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

  • Attendance is an essential function of the job.
  • Plans, arranges and sells individual and family trips; vacations and business trips, including independent travel, Tours, Cruises and Packages.
  • Uses AAA designated computerized ticket and reservation systems, specialized department software and other available resources to make reservations; utilizes the AAA back-office accounting system and membership inter-face.
  • Arranges reservations and payment for all elements of accommodations and services including but not limited to domestic and international airlines, AMTRAK, car rentals, lodging, cruises, tours, packages and AAA Group products, travel insurance, sightseeing, excursions,
  • International Driving Permits and passport photos.
  • Responsible for using the AAA Preferred Product line of suppliers.
  • Provides related advice regarding documentation, travel insurance, AAA financial products, currency and destination knowledge.
  • Attends AAA sponsored training events and other seminars including independent study to further their career knowledge
  • Assists in planning, preparing; and participating in AAA promotional events.
  • Responsible for knowing the benefits of AAA Membership, selling and processing AAA Memberships.
  • Performs basic office/business tasks such as filing, typing, copying, telephone and faxing.
  • May escort group trips following the successful completion of AAA Group Escort training.

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; or six months to one year 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.


FT Data Analyst Coordinator - Harrisburg

SUMMARY

Prepares Campana reports and analyzes related membership business line data, trends and processes both proactively and for the Management team. Insures accuracy and makes necessary corrections. Develops and maintains miscellaneous reports for upper management including club incentive reports, web & club analysis reports. Tests new membership software releases. Manages and develops special projects as assigned including working with Member Development personnel on monthly outsourced delinquency process. Due to confidential nature of some information, the individual must have the ability to properly handle such confidential information in a careful and secure manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following; Other job-related duties may be assigned

  • Attendance is an essential function of the job
  • Is responsible for all membership billing processes, including testing and transmitting to outside vendors as applicable.
  • Develops and compiles Campana sourced informational reports proactively and by request to facilitate key membership reports driven by member records data.
  • Trains the trainers on new Campana updates as it relates to Member Records.
  • Develops and maintains Enterprise Information System (EIS) & Make Your Own Report (MYOR) – reports.
  • Develops tools, processes, job aids and other items to facilitate operational efficiency in Member Records.
  • Assists other departments with membership data corrections, problem solving and application of membership policies and procedures.
  • Develops and maintains all manual and automated promotion codes in the membership database.
  • Serves as primary back up for the Member Records component responsibilities for the Manager of Accounting Operations & Member Records.
  • Delivers oral presentations to groups of people including management and outside vendors.
  • Is responsible for maintaining the OFAC – National Security updates on both a daily and monthly basics.
  • Performs all other duties as assigned.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent personal computer skills—word processing, spreadsheets and databases are a must. The ability to develop meaningful charts to communicate business trends/issues is required.
  • Good written and oral communication skills.
  • Good knowledge of Campana or similar systems is a big plus.
  • Excellent problem-solving skills are a must.
  • Ability to work independently with minimal supervision.
  • Ability to research and troubleshoot problems.
  • Good administrative proficiency and customer service skills.
  • Outstanding organizational skills and the ability to communicate to all organizational levels with credibility and diplomacy.
  • Good oral communication skills and to be able to make presentations to large groups of people or in one on one conversation.
  • Be able to multi-task
  • Ability to operate business machines such as computers, calculator, credit card, photocopiers, scanner and postage machines.

EDUCATION and/or EXPERIENCE

Requires a College degree in Business Administration or a related field and 5 years of related experience or 7-10 years of related experience and an Associate's Degree.

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.

We offer a complete compensation package for the full-time employees, 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.


FT & PT Contact Center Service Specialists for the Estelle Dr, Lancaster & Harrisburg locations

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.

We offer a complete compensation package for the full-time employees, 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 for Dauphin & Cumberland Counties

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

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

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

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

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

AAA Central Penn is an equal opportunity employer.