Insurance Customer Service Representative (Call Center)

##

Compensation

• Starting Pay Rate: $21.00 - $25.00/hr

Benefits

Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical Insurance

• Health Spending Account (HSA) with company match

• Paid Time Off

• Pre-Tax & Roth 401(k) plan with company match

• Flexible Scheduling & Hybrid Work Opportunity

• Dental and Vision Insurance

• Life and AD&D Insurance

• Tuition reimbursement & company-paid training programs

• FREE AAA membership & travel / product discounts

• Company Paid Short-term & Long-term disability

• Paid Volunteer Time Off

• Flexible Spending Accounts

• Tuition reimbursement & company-paid training programs

Job Responsibilities

35%

Customers Helped: Efficiently assist customers through a variety of touchpoints including work activities, walk-ins, & phone calls. Ensure customer needs are met promptly & effectively and proactively address & resolve any issues by offering solutions tailored to their specific situations. Strive to resolve inquiries during the first interaction to enhance customer satisfaction.

30%

Answer Rate: Maintain and/or exceed outlined expectations for phone queue availability to ensure customers are assisted in a timely manner.

25%
Quality: Ensure each customer is properly verified to maintain privacy & security standards. Accurately documents all interactions and transactions related to policies, customers, carriers, and third-party touchpoints. Ensure clarity and completeness in all records. Attach all email & policy paperwork communications to the relevant policy in the appropriate system, ensuring easy access and traceability. Consistently demonstrate AAA Core Values in every interaction, fostering trust and reliability. Deliver an exceptional Member experience by addressing customer needs promptly, professionally, and empathetically.

10%

New Members: Offer a Club focused sales approach & continuously promote all Club products/services. Effectively sell AAA memberships to meet/exceed outlined expectations.

Job Specific Requirements

• Responsible to obtain and maintain the required license or certification in an active status

• Able to display working knowledge of carrier offerings, processes, and requirements

• Ability to work evenings, weekends, & events as required by business need/Leadership directive

• Working knowledge of computer software and ability to effectively navigate multiple systems

• Ability to operate independently and display proficiency in minimization of errors & problem solving

• Must be able to resolve problems and work under pressure to diffuse member concerns

• Work under pressure during periods of high volume

• Ability to multitask in various areas of insurance sales and service

Physical Requirements

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone

• Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time

• Must be able to lift, carry, push, pull a maximum of 30 lbs

This position does not offer visa sponsorship now or in the future.