AAA Lead Customer Service Representative (Remote)

AAA Central Penn is hiring a Lead Member Specialist to provide frontline leadership and support day-to-day Support Center operations. The role focuses on coaching Member Specialists, assisting members across service areas, resolving escalations, and supporting efficient, high-quality service.

Responsibilities:

• Lead, mentor, and support a team of Member Specialists by answering questions, sharing knowledge, and helping drive success
• Deliver exceptional customer service by assisting members with membership, roadside assistance, dispatch, travel, insurance, and general service inquiries
• Serve as a subject matter expert and resource for products, services, policies, and procedures
• Handle escalated member concerns with professionalism, empathy, and a focus on positive resolutions
• Coordinate roadside assistance requests, ensuring members receive timely support and clear communication throughout the service experience
• Monitor service levels and operational performance to help ensure an efficient, high-quality customer experience
• Process membership sales, renewals, upgrades, and account updates while identifying opportunities to enhance the member experience
• Assist with hotel and car rental reservations and connect members with Travel, Insurance, and Driving School specialists as needed
• Support cross-training initiatives and maintain expertise across Membership Services, Roadside Assistance, and Dispatch operations

Requirements:

• High school diploma or equivalent
• At least 2 years of customer service experience
• Strong communication skills with the ability to assist customers by phone, email, text, and chat
• Comfortable working in a fast-paced environment and adapting to changing priorities
• Ability to learn and support multiple business areas, including Membership Services, Roadside Assistance, and Dispatch
• Strong computer skills with the ability to navigate multiple systems and applications at the same time
• Highly organized with strong attention to detail and a commitment to accuracy
• Call center, dispatch, leadership, or supervisory experience is a plus