• Supervise, coach, and develop remote call center agents and team leads • Monitor and manage key performance indicators • Conduct performance evaluations, coaching sessions • Handle escalated customer concerns • Ensure adherence to policies and regulatory requirements

• Perform outbound calls to obtain appropriate information and document accurately • Responsible for answering in-bound calls and assisting customers with pharmacy related services • Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service • Contact insurance companies for benefit investigation and coverage eligibility • Provide prior authorizations and appeals support • Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs • Update job knowledge by participating in educational opportunities and training activities. • Work efficiently both individually and within a team to accomplish required tasks • Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI's • Report ADE's according to program policy and guidelines • Adhere to all HIPAA guidelines • May assist with onboarding new employees

Call Center Representative Spanish Bilingual - Roadside Assistance As a remote, work from home AAA Roadside Assistance Call Center Representative – fluent in English/Spanish, you are the first point of contact for our valued members facing distress on the roads. As part of a fast-paced 24/7 operation, you'll have the rewarding opportunity to deliver a totally satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve. To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service. ​ - Starting Pay: $19.85/hour, with a scheduled pay increase after 6 months - Weekend Shift Differential: earn an additional 10% = $21.84 per hour - Bilingual Fluency: English/Spanish fluency assessment provided - Tenure-Based Growth: scheduled pay increases up to $2.25 between 6–18 months, based on tenure and maintaining good standing - Monthly Incentive Program: additional earning potential after 6 months, tied to performance and tenure - Advancement Opportunities What You Will Do: - Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues. - Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately. - Maintain a compassionate and composed demeanor, especially during high-intensity calls. - Relay critical information to the internal and external teams to expedite the dispatching process. - Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service. - Succeed in a structured environment where performance goals are set and measured, driving member satisfaction. Work-From-Home Requirements: - Dedicated, quiet workspace without interruptions. - You must have the ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc). Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload. A company-provided computer and partial internet reimbursement are included to support the reasonable cost of your connectivity. - Demonstrated ability to uphold productivity and confidentiality in a remote setting. - Regular attendance in virtual team meetings and training sessions. - Availability during standard business hours and flexibility for possible shift adjustments. What You Will Need: - Prior customer service experience. Call Center experience is preferred. Bilingual skills in English and Spanish, are required. - Ability to provide excellent customer service and thrive in a high-volume call environment. - Excellent communication skills, both verbal and written. - Empathy and a strong desire to help those in distress. - Advanced computer and multi-tasking skills with the ability to talk and type at the same time and navigate multiple systems and screens. - Comprehensive understanding of maps, GPS systems, and traffic safety rules. - Proficiency in Microsoft Teams and Outlook. - High School diploma, GED or equivalent. Remarkable benefits: • Health coverage for medical, dental, vision • 401(K) saving plans with company match AND Pension • Tuition assistance • Floating holidays and PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts (membership, insurance, travel, entertainment, services and more!) Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer Our organization participates in E-Verify

Overview This position is responsible for managing incoming calls, addressing customer inquiries, and providing excellent customer service. This position requires a keen ability to handle high call volumes and multitask effectively. Responsibilities - Promptly and professionally answer incoming calls, ensuring excellent customer service. - Assist customers with inquiries, resolve issues, and direct calls to the appropriate departments when necessary. - Maintain accurate and up-to-date call logs and customer records. - Collaborate with team members to ensure smooth communication and workflow. - Must take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems. - Emphasize customer service in all aspects of operations. - Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy. - Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times. - To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager. - Reacts positively to change and performs other duties as assigned Qualifications - High school diploma or equivalent. - Previous experience in a phone operator or customer service role preferred. - Excellent customer service skills. - Advance working knowledge of Microsoft Outlook and Excel required. - Excellent communication skills with a professional and family demeanor. - Ability to organize and complete work in a timely manner. - Ability to problem solve independently and/or on a team. - Ability to work independently and with other team members. - Ability to function in stressful situations with high volume of calls. - Excellent interpersonal, oral, and written communication skills. - Must be detail oriented and self-motivated. - Anticipate needs in a proactive manner to increase satisfaction. We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.