• 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. • 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. • 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. • 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. • 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 escalate concerns appropriately when necessary. • Maintain strong product and service knowledge to deliver accurate information and high-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. • 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. • 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. • 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. • 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 escalate concerns appropriately when necessary. • Maintain strong product and service knowledge to deliver accurate information and high-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. • 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. • 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. • 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. • 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 escalate concerns appropriately when necessary. • Maintain strong product and service knowledge to deliver accurate information and high-quality.

• Answer incoming calls promptly and professionally, addressing member or provider inquiries, and make outbound calls as needed. • Ability to remain calm and professional in high-pressure situations. • Accurately document all interactions in the system, ensuring records are updated and complete. • Maintain confidentiality and comply with HIPAA and other healthcare regulations. • Escalate complex issues to supervisors or appropriate departments when necessary. • Meet or exceed performance metrics including adhering to standardized call scripting and quality guidelines, call handle time, customer satisfaction and adhere to a daily work, lunch and break schedule.