• Responding to member telephone calls involving eligibility and benefit information • Researching member calls/inquiries and responding in accordance with SLAs • Documenting calls in a CRM ticketing solution • Conducting outbound calls to members as necessary

Role Description As a remote, work from home AAA Roadside Assistance Call Center Representative, 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. 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, especially in Spanish, are a plus. - 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. 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!) Company Description 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.

Role Description The Manager, Member Services CC Partnership, will be responsible for managing the day-to-day activities of multiple outsourced contact center sites supporting HSA Bank. This role models the highest standards of client service while ensuring the BPO partners maintain and exceed all requirements of the business and KPI's. BPO Partnership Manager is responsible for the ongoing successful performance of the HSA program in all partner locations. - Ensure program staffing aligns with forecasted business needs. - Partner with program managers, serve as an escalation point for complex client issues, complaints; while providing guidance with difficult calls or issues. - Mitigate operational risk by ensuring that policies and procedures are adhered to for production efficiency, safety, and compliance in conjunction with company and state/federal regulations and guidelines. - Performance quality management - partner with the Quality Assurance Leader to monitor, assess and document performance planning with program managers to ensure QA is exceeded and plan for ongoing improvement. - Serve as Point of Contact on special projects both internal/external to Contact Center. - Plan and lead WBR meetings with all BPO partners to evaluate performance and other meetings as needed to mitigate areas of improvement needs. - Assess dashboards, team tracker, reporting needs, that are focused on departmental efficiencies. - In conjunction with Contact Center Director, implement/execute strategy; adjusting to changing business needs. - This position requires occasional travel, including visits to international BPO partner locations. Candidates must maintain a valid passport and be able to travel with limited notice. Qualifications - 5-7 years contact center leadership. - 3-4 years of experience in Contact Center Vendor Management or equivalent experience. - Experience in a contact center, customer service, or operations environment. - Prior leadership or supervisory experience with the ability to influence change at the Program manager level. - Excellent organizational skills with ability to effectively plan, set priorities, allocate resources and manage several complex activities simultaneously. - Problem solving skills. - Ability to learn all system applications that support Contact Center requests, inquiries, and transactions. - Ability to effectively multi-task. - Proficiency with call center technology, task tracking tools, reporting dashboards, and standard office software. - Very strong critical thinking and analysis skills. - Excellent organizational skills with attention to detail. - Ability to work with a diverse workforce and customer base. - Strong commitment to achieving personal growth and success. - Ability to understand HSA Bank’s mission, goals, and strategies and support it during customer interactions. Requirements - This is a salaried position requiring work during core business hours, Monday through Friday. - Additional availability may be required outside of standard hours, including weekends, to address BPO-related issues or emergencies as needed. - As a remote position, employees are required to maintain a separate, private working space that supports confidentiality and productivity. - Heavy utilization of Microsoft Teams is expected for meetings, collaboration, and day-to-day communication. Education Qualifications - High school diploma or GED required. - An associate’s or bachelor’s degree is preferred. Salary - The estimated salary range for this position is $90,000 USD to $94,000 USD. - Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. - This position is eligible for incentive compensation.

Role Description As a Customer Support Employee, you are responsible for providing timely, accurate, and empathetic assistance across various channels to ensure customer satisfaction and loyalty. You handle inquiries, explain features, resolve issues, and document solutions. Complex cases are escalated. Your role combines customer-focused service with AI-powered tools and automation to deliver efficient and personalized support experiences in real time. Qualifications - High School diploma (mandatory) - German native speaker or C1 Level (written and spoken knowledge - mandatory) - Fluency in English (is a plus) - Familiarity with automotive industry (is a plus) - Experience using help desk software and remote support tools (is a plus) - Understanding of how CRM systems work - Excellent communication and problem-solving skills - Polite and empathic - Collaboration and commitment Requirements - Experience in telephone customer service/call center environment (preferred) Benefits - Competitive Salary and Benefits - Opportunity for rapid growth in the company - Training according to your career path - Collaborative work environment - Multicultural teams - Proactive support