Call Center Team Lead

AAA Washington

Bring your experience to AAA!

Our Member Services Call Center is open 24/7. We are specifically looking for a team lead on the second shift. The hours could range anywhere between 12pm and 12am. Your weekend is always two days in a row but will be during the week. All Call Center Leaders are expected to work one shift from the office per week to allow for team building and greater collaboration. All other shifts would be worked from home.

EXPERIENCE WE ARE LOOKING FOR:

• High School diploma or equivalent

• Two to four years experience in customer service
• Advanced knowledge of AAA Washington products, services and procedures.

• Ability to type and working knowledge of computers and the internet.
• General sense of direction including geographical knowledge of Washington State and its road systems.
• Models a high standard of quality and commitment to serving the public and able to anticipate, monitor and meet the needs of members while responding to them in an appropriate manner, exhibiting empathy and compassion during times of stress.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Able to convey the necessary authority and confidence to provide timely guidance and feedback to help staff accomplish a task or solve a problem.
• Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills
• Skill in working independently, prioritizing and following through on assignments with minimal direction.
• Has a strong sense of urgency and willing to take extra measures when solving problems and getting work done.
• Ability to make timely and sound decisions and solve problems by assessing relevant information, drawing on past experience and applying critical thinking to develop an appropriate solution.
• Ability to notice discrepancies and inconsistencies in available information.
• Able to identify what needs to be done and takes action before being asked.
• Ability to establish and maintain cooperative working relationships.
• Skill in establishing rapport and gaining the trust of others.

WHAT YOU’LL DO:

• Monitor the service level of Member Services and Dispatch to ensure quality customer service is delivered and maintained.
• Provide assistance with customer relations, escalated calls, policy interpretation, procedures, and efficient call processing.
• Apply customer service and membership policies, making discretionary decisions and authorizing staff to take certain actions as necessary.
• Advise Call Center and Dispatch Supervisor/Managers of daily operational issues.
• Provide feedback to training and quality assurance to aid quality improvement.
• Advise manager/supervisor and automotive services of contractor and member issues.
• Perform the work of Customer Service Representatives during peak periods.
• Project a consistently professional image of AAA Washington when dealing with contractors, co-workers and members.
• Other duties as assigned.

WHO WE ARE:

The American Automobile Association (AAA) is a federation of motor clubs across North America. AAA Washington is the largest independent club in the U.S. with 1.2 million members and nearly 600 employees in Washington and northern Idaho. A leader in roadside assistance, mobility advocacy and traffic safety for nearly 120 years, AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington

AAA Washington was established in 1904 by 10 prominent Seattleites determined to champion the betterment of motoring conditions, laws and legislation; the preservation of Washington state’s natural beauty; and the promotion of Washington as an unrivaled tourist destination. More than a century later the club continues to pursue these on behalf of its members.

BENEFITS OFFERED:

· Up to 22 days of Paid Time Off (PTO) in the first year

· 4 Hours of Volunteer Time Off every year

· Ten Paid Holidays every year in addition to PTO, including MLK and Juneteenth, Plus one Floating Holiday

· PPO Medical insurance plans, including Traditional or HDHP options with HSA and Employer Contributions

· Flexible Pay

· 401(k) with Employer Match

· Free Premier RV AAA Washington Membership

· Travel, Insurance, and Membership Discounts

· Paid, on-going training throughout your career

· THRIVE wellness program

· Flexible Work Arrangements, including hybrid and 4/10 schedules

· Shift differential for nights and weekends

· Tax-advantaged commuter benefit

· Flexible Spending Accounts

· Free parking

· Annual incentive

SALARY RANGE

The hourly wage range for this position is between $23.43 and $34.21 per hour.

NOTIFICATIONS

· AAA Washington is committed to hiring and retaining a diverse and inclusive staff.

· We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.

· We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.

· AAA Washington is a drug-free workplace.

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