Employment Opportunities

Full-Time Manager, Discoveries by AAA - Harrisburg

SUMMARY
Manages the staff, operations, sales and promotions of the group travel department. Responsible for the overall performance, quality, profitability and sales growth of AAA's #1 preferred product.

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

  1. Attendance is an essential function of the job.
  2. Leads team.
    • Manages all department staff and operations including a working knowledge of department software and related software updates, procedures, documentation, customer briefings and staff training.
    • Formulates policies and procedures affecting the department in collaboration with Travel Admin.
    • Stays informed with current industry knowledge as changes occur to products and destinations.
  3. Ensures positive customer experience with company.
    • Coordinates with Travel Admin and Marketing on all marketing and promotional efforts including brochure production, advertising, promotional events and supplier marketing plans.
    • Manages solicitations and follow up of closed group proposals.
    • Counsels with Travel Admin to select/schedule annual calendar of trips and hosts. Coordinates an escort training program for eligible staff. Escorts personally as deemed necessary.
    • Makes regular sales calls on existing and potential accounts. Represents AAA at promotional events. Makes public and company presentations as needed. Available to travel as needed to out-of-town meetings.
  4. Maintains detailed records of current reservations plus a projection of sales and income.
    • Delivers effective communications with branch offices including a regular schedule of office visits to train staff and promote the sales of Discoveries trips. Schedules staff to shadow the group department in accordance with the travel career development curriculum.
    • Works with Travel Admin to formulate an annual business plan including a budget with sales goals for the group travel department.
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. Works well under pressure, adaptive to crisis management. Demonstrates creative initiative toward the production of products that appeal to the current marketplace.

MANAGEMENT RESPONSIBILITIES
The group department Manager has authority over the group travel staff 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.

EDUCATION and/or EXPERIENCE
Degree in travel and tourism or five years related experience; or equivalent combination of education and experience. Advance computer experience required with working knowledge of word processing, spreadsheet and database applications. Previous group travel sales and product experience preferred. CTC certificate preferred.

LANGUAGE SKILLS
Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

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

  1. Attendance is an essential function of the job.
  2. 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.
  3. 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.
  4. 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.

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

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 - Hershey

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 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, 9:00am - 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.


Full-Time Travel Agent - Camp Hill and Carlisle

COME JOIN OUR TEAM!!! Over the past 108 years, AAA Travel Agency has grown to be one of the most recognized Travel Agency's in the word! Our success is largely based on our philosophy of providing excellent service and developing innovative technologies that will continually set us apart from our competition.

We are currently seeking qualified candidates for the West Shore and Carlisle locations. A minimum of 3 years of travel agent experience is preferred.

These positions respond to customer travel requests for reservations (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) in an efficient, courteous and timely manner.

An individual in these positions manages all functions relating to the booking, administrative and accounting tasks necessary to process electronic or other travel documents as it relates to customer requests and industry requirements. The candidates placed in these positions will have the ability to function autonomously and in a team environment.

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 E-Marketing Coordinator - Harrisburg

SUMMARY
Coordinate a wide range of marketing processes and projects. Interact with Business Lines to include sales, product development, and member services to ensure that marketing collateral and communications accurately reflect the AAA brand. Execute creative development and marketing support duties related to the daily operations of the marketing department.

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

  • Attendance is an essential function of the job.
  • Collaborates, creates and implements Marketing initiatives and projects.
  • Updates and maintains the AAA website.
  • Coordinates and maintains AAA mobile web and mobile app marketing.
  • Designs and creates email marketing campaigns and digital advertisements.
  • Provides customer support to all website users to ensure an optimum online experience.
  • Assists in coordinating and implementing the integrated communication plan and strategic marketing plan.
  • Maintains open lines of communication with all internal and external clients and provides prompt answers to requests in order to determine how to convey concise, clear, and timely selective information.
  • Supports channel marketing collateral ensuring all materials follow best practices and templates.
  • Tracks campaigns, prepares performance analysis reports of post campaign and makes recommendations to concurrent programs for corrective modifications.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

  • Computer proficiency with Microsoft and Apple products/OS
  • Advanced knowledge of Adobe Creative Suite, PHP, HTML, CSS, and responsive web design
  • Extensive knowledge and skill in web authoring, graphic design and multi-media design
  • Ability to operate under pressure and meet tight deadlines
  • Effective project management skills
  • Sound understanding of marketing and communication principles
  • Effective understanding of latest technologies and identifying application in marketing
  • Practice good judgment and effective decision making
  • Build and maintain excellent working relationships to attain goals
  • Work collaboratively as a team member
  • Be self-motivated, confident, energetic, and creative
  • Effectively communicate and make best use of interpersonal skills
  • Contribute creative and innovative thoughts
  • Adept at organization, planning, problem analysis and problem-solving
  • Ability to champion ideas and provide thought-leadership

SUPERVISORY RESPONSIBILITIES
None.

EDUCATION and/or EXPERIENCE
Business or marketing-related degree, or 3 to 5 years of related experience; proven experience in all aspects of marketing research; relevant product and industry knowledge; web authoring 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.


Full-Time Receptionist - Harrisburg

SUMMARY
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 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, 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 Wednesday – 9:00am – 5:00pm or 10:00am – 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.


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:

6:00am – 2:30pm; alternating weekends with alternating Tuesday & Thursday 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 - Estelle Dr, Lancaster

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

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

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

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

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

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

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

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

Schedule:
Thursday – Monday – 9am – 5:30pm

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 Contact Center Service Specialist - Harrisburg

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

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

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

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

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

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

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

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

Schedule # 1: Monday, Thursday, Friday – 2:30pm – 11:00pm; Saturday – 2:30pm – 7:30pm
Schedule # 2: Sunday, Monday & Friday – 6:00am – 2:30pm
Schedule #3: Sunday, Friday & Saturday - 2:30pm - 11pm; Monday - 3pm - 8pm

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.