Call Center Membership Representative (Remote - Must Reside In Syracuse/CNY Regi
AAA Western and Central New York, Syracuse, New York, United States
Call Center Membership Representative (Remote - Must Reside In Syracuse/CNY Region)
Job Category:
Member Contact Center
Posted: February 12, 2026
Full-Time
Remote
Rate: $20.10 per hour
Location:
Towpath, 6601 Towpath Rd, East Syracuse, NY 13057, USA
AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
Medical, Dental, Life and AD&D Insurance
Pre-Tax & Roth 401(k) plan with company match
Health Spending Accounts with company contribution & Flexible Spending Accounts
Company Paid Short-term & Long-term disability
Paid time off
Tuition reimbursement & company-paid training programs
Job Responsibilities
30% Efficiency & Quality : Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings. Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency. Utilize available resources and tools to effectively resolve member inquiries in a timely manner. Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps. Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.
25% Productivity & Adherence : Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity. Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled. Follow all policies and procedures related to appropriate use of off‑queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations. Demonstrate accountability for time management and availability to support member demand.
25% Sales Per Call & Revenue Growth : Educate members on AAA membership benefits, products, and services through needs‑based conversations that add value to the interaction. Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs. Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions. Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.
10% Convenience Billing & Retention Support : Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service. Clearly explain billing options, enrollment steps, and account management details. Ensure billing discussions are accurate, transparent, and compliant with established policies.
10% Voice of the Member & Member Experience : Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect. Resolve member concerns effectively using problem‑solving skills and first‑contact resolution whenever possible. Actively listen to member feedback and escalation concerns appropriately when necessary. Maintain strong product and service knowledge to deliver accurate information and high‑quality service.
Job Specific Requirements
Equivalent experience will be considered in lieu of a degree
Competency in effectively navigating multiple computer systems and applications simultaneously while handling live member interactions
Ability to read, interpret, and apply written instructions, policies, maps, and procedural documentation
Demonstrated problem‑solving skills with the ability to remain calm, professional, and solution‑focused while addressing member concernsAbility to perform effectively in a fast‑paced, high‑volume contact center environment with frequent changes in call volume and call complexity
Strong attention to detail with a commitment to accuracy, compliance, and quality standards
Comfortable engaging in needs‑based conversations that may include sales, retention, and billing discussions
Ability to multitask in various areas of the contact center & to work weekends, afternoons/evenings, & holidays as required by business need
Physical Requirements
Ability to perform routine office tasks that include operating a computer for long periods of time, sitting, typing and communicating on the phone
Must be able to lift, carry, push, pull a maximum of 25 lbs
Starting pay range: $20.10/hr
Qualifications Education High School or better.
Experience 1-2 years: Customer service and/or sales experience
Preferred Prior experience in a call center environment
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Member Contact Center
Posted: February 12, 2026
Full-Time
Remote
Rate: $20.10 per hour
Location:
Towpath, 6601 Towpath Rd, East Syracuse, NY 13057, USA
AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
Medical, Dental, Life and AD&D Insurance
Pre-Tax & Roth 401(k) plan with company match
Health Spending Accounts with company contribution & Flexible Spending Accounts
Company Paid Short-term & Long-term disability
Paid time off
Tuition reimbursement & company-paid training programs
Job Responsibilities
30% Efficiency & Quality : Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings. Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency. Utilize available resources and tools to effectively resolve member inquiries in a timely manner. Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps. Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.
25% Productivity & Adherence : Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity. Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled. Follow all policies and procedures related to appropriate use of off‑queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations. Demonstrate accountability for time management and availability to support member demand.
25% Sales Per Call & Revenue Growth : Educate members on AAA membership benefits, products, and services through needs‑based conversations that add value to the interaction. Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs. Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions. Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.
10% Convenience Billing & Retention Support : Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service. Clearly explain billing options, enrollment steps, and account management details. Ensure billing discussions are accurate, transparent, and compliant with established policies.
10% Voice of the Member & Member Experience : Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect. Resolve member concerns effectively using problem‑solving skills and first‑contact resolution whenever possible. Actively listen to member feedback and escalation concerns appropriately when necessary. Maintain strong product and service knowledge to deliver accurate information and high‑quality service.
Job Specific Requirements
Equivalent experience will be considered in lieu of a degree
Competency in effectively navigating multiple computer systems and applications simultaneously while handling live member interactions
Ability to read, interpret, and apply written instructions, policies, maps, and procedural documentation
Demonstrated problem‑solving skills with the ability to remain calm, professional, and solution‑focused while addressing member concernsAbility to perform effectively in a fast‑paced, high‑volume contact center environment with frequent changes in call volume and call complexity
Strong attention to detail with a commitment to accuracy, compliance, and quality standards
Comfortable engaging in needs‑based conversations that may include sales, retention, and billing discussions
Ability to multitask in various areas of the contact center & to work weekends, afternoons/evenings, & holidays as required by business need
Physical Requirements
Ability to perform routine office tasks that include operating a computer for long periods of time, sitting, typing and communicating on the phone
Must be able to lift, carry, push, pull a maximum of 25 lbs
Starting pay range: $20.10/hr
Qualifications Education High School or better.
Experience 1-2 years: Customer service and/or sales experience
Preferred Prior experience in a call center environment
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr