Customer Service Representative

The American Arbitration Association is seeking a Customer Service Representative to support clients and case participants by responding to inquiries through the national customer service line and email channels. This role involves providing information about AAA services, maintaining confidentiality, and effectively communicating with various stakeholders.

Responsibilities:

• Promptly answers and responds to incoming calls, voicemails, and emails relating to AAA’s services and programs
• Provides general information regarding AAA rules, procedures, website resources, and service offerings
• Reviews inquiries carefully and exercises sound judgment in determining when to escalate sensitive, complex, or urgent matters
• Assists clients with AAA WebFile account creation, including sending registration codes through PRISM
• Maintains the confidentiality of case information and records and follows AAA information security, data privacy, and confidentiality policies
• Communicates professionally and effectively with clients, case participants, employees, management, and other internal stakeholders
• Monitors, organizes, and prioritizes incoming customer service inquiries to ensure timely and accurate responses
• Regularly reviews AAA rules, procedures, website updates, and new service offerings to stay current
• Promotes mediation as an effective method for resolving disputes, where appropriate
• Uses AAA operating systems, Microsoft Office, and proprietary programs to maintain accurate electronic files and records
• Demonstrates regular, reliable, and predictable attendance
• Attends required virtual, on-site, or in-person meetings and training sessions

Requirements:

• Two to four years of relevant customer service, client support, call center, administrative support, or similar experience; or an equivalent combination of education and experience
• Strong customer service skills, including the ability to respond professionally and calmly to challenging or sensitive inquiries
• Clear verbal and written communication skills
• Ability to manage multiple calls, emails, and tasks while maintaining accuracy and attention to detail
• Sound judgment, discretion, and ability to maintain confidentiality
• Proficiency with Microsoft Outlook, Word, and Excel
• Ability to learn and use web-based systems, case management platforms, and proprietary software
• Strong organizational, follow-up, and problem-solving skills
• Ability to work independently in a remote environment while remaining responsive and connected to the team
• Demonstrates regular, reliable, and predictable attendance
• Associate's degree in business, communications, or a related field preferred
• Experience in a law office, judicial, dispute resolution, claims, insurance, financial services, or other professional services environment is a plus
• Interest in using technology, including productivity tools and emerging tools such as generative AI, to improve efficiency is a plus