AAA Central Penn

Compensation

Full Description

Lead Member Specialist – Support Center Be the go-to problem solver and team motivator! As a Lead Member Specialist, you’ll be at the heart of our Support Center operations. Your mission? Handle member inquiries across multiple channels and keep things running smoothly behind the scenes. You’ll work closely with the Support Center Supervisors to ensure daily operations meet our high standards for quality and service. This isn’t just a job—it’s a chance to mentor, guide, lead, and make a real impact every day!  If you’re ready to lead with confidence, solve problems like a pro, and bring positive energy to every interaction, we’d love to have you on our team! This is a remote position based in Harrisburg, PA - and you need to reside in Pennsylvania. In-office meetings and training sessions are held several times per quarter at our Harrisburg location. This position is classified as Essential Duty Personnel, which requires availability to work your scheduled shifts—including weekends and holidays—regardless of weather conditions. The regular schedule for this role is 2:30 PM to 11:00 PM. Team Member Focused Benefits * Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO.  * 1 personal day. * 8 paid company holidays including Christmas Eve and New Year’s Eve. * Medical, Dental, and Vision benefits. * Health Savings Account (with employer contribution) and Flexible Spending Account options.  * 401(k) with up to 6% company matching, plus you are fully vested upon your first contribution. * Life Insurance and Long Term Disability at no out of check cost to our team. * Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events.  * Tuition Reimbursement. * Free AAA Premier Membership. * Discounts and perks including travel, branch services, car batteries, and more!    What You Will Be Doing: * Lead and support the team providing leadership and guidance and assisting with training of new team members. * Handle escalated customer concerns.  * Monitor daily activity and update metric reports; ensure accurate transaction records. * Oversee call queues, alert supervisors when service levels drop, and ensure efficient resource use. * Dispatch roadside service requests and manage the full roadside assistance process. * Prioritize requests based on safety, urgency, and conditions, ensuring emergency situations are addressed appropriately. * Advise members on problem resolution, safety issues, benefits, service alternatives, and potential charges. * Process membership sales, renewals, automatic renewals, and account maintenance. * Assist with travel requests, including hotel and car reservations, and direct clients to travel agents as needed. * Handle insurance inquiries and direct clients to licensed agents.   What You Will Need to Shine: * A high school diploma or equivalent. * Previous experience in customer service, call center/dispatch, or supervisory roles is a big plus. * Top-notch listening skills—you will need to interpret information, ask great questions, and make sure nothing gets missed. * The ability to roll with changes and keep cool under pressure. * Strong communication skills across phone, email, and live chat. * Tech-savvy enough to juggle multiple computer systems like a pro. * A knack for spotting issues, finding solutions, and making smart decisions to deliver an amazing customer experience. * This is a remote position, so reliable internet is a must. About AAA of Central Pennsylvania For over 100 years the name AAA has been synonymous with exceptional service. Whether it be roadside assistance, travel, financial products, or insurance nationally we have over 60 million members who appreciate the value and peace of mind that our services provide.  Come join our team and be a part of the AAA legacy!  Work Culture  Here at AAA Central Penn, we value our sense of community which is evident in the events planned throughout the year. We value diversity and create an environment where everyone can be their true selves and every voice matters. AAA Cares:  AAA Central Penn has a proud tradition of supporting local non-profit organizations that have a positive community impact. In fact, commitment to the community is one of our core values that guide our efforts to meet the needs of members and the communities we serve. AAA Cares promotes volunteerism and rewards team members with volunteer activity. The initiative is team member-driven, team-spirited, and solidly supported by AAA Central Penn leadership.   Employee Engagement Activities:  We love what we do and we’re proud of our team. We recognize birthdays and employee anniversaries. We also have quarterly and annual recognition events, contests and trivia, an annual company-wide event, and many other opportunities to share our appreciation. Not only is this company-wide, but individual departments and offices as well. We also have opportunities to be involved with various committees that focus on topics like employee safety, wellness, and engagement.    AAA Central Penn is proud to be an equal-opportunity employer: EOE/M/F/D/V .