Member Escalations Specialist (60463)

About the role

Serves as a member advocate when researching, responding to, or interpreting company procedures or policies with the goal of delighting our valuable members. The nature of these interactions can be highly sensitive and require patience and special handling. For bilingual roles, all responsibilities must be able to be completed in both English and target language. AAA Northeast offers ongoing world-class training and proven career paths, a trusted legacy of over 120 years of service excellence, and a future‑focused approach with new business offerings and increasing digital presence. At AAA Northeast, collaboration, transparency, trust, and a “cameras on” approach during virtual meetings are valued, reflecting a diverse culture where employees bring their whole selves to work.

Responsibilities

• Address formalized complaints from all areas of the Club, encompassing a range of situations that members encounter both from a sales and service aspect.
• Meet local and national quality standards for the timely acknowledgement and resolution of complaints.
• Determine reimbursements in accordance with established policies.
• Maintain accurate logs of workflow, records of member complaints, and station complaint book.
• Keep abreast of new programs, changes in current programs, and/or changes in existing policies and procedures.

Qualifications

• High School Diploma or GED or Diploma required
• 1+ years Customer service experience in a brand focused company required
• 1+ years Handling customer escalations for dissatisfaction with products/services required
• If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre‑hire screening, in accordance with policy

Benefits

• Award‑Winning: Named as a Top Employer for the last 7 years
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more