What are the responsibilities and job description for the Call Center Training Specialist (Temporary) position at AAA Washington?
MEMBER SERVICES CALL CENTER TRAINING SPECIALIST
(Temporary Position)
WHAT YOU’LL DO:
This role is responsible for developing and updating training content and eLearning courses for our Member Services Call Center team. This will include migrating content from our current knowledge base (Panviva) to Salesforce Knowledge.
This role is hybrid and will require at least one regularly scheduled day in office at our Bellevue (WA) headquarters each week.
This is a temporary role with anticipated employment for 5 months from January to May 2026.
WHO WE ARE:
At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we’ve served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply
WHY YOU’LL LOVE WORKING AT AAA WASHINGTON:
You’ll play an important role in bringing AAA Washington’s spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!
ESSENTIAL DUTIES/RESPONSIBILITIES:
Collaborate with management to identify training needs and update both new hire and ongoing training programs, including class outlines and objectives.
Revise, update, and deliver effective training curriculum and career development opportunities using a variety of platforms.
Document best practices and standard operating procedures.
Maintain department training resources, including intranet and eLearning library tools.
Manage Learning Management System (LMS) data and updates.
Participate in project development and implementation activities.
Contribute to a positive team dynamic and embody AAA’s vision, mission, and values in all activities.
SUPERVISORY RESPONSIBILITIES:
None
MINIMUM QUALIFICATIONS:
High School diploma or GED.
2 years of experience in customer service or call center environments.
PREFERRED QUALIFICATIONS:
1-2 years of experience in a training role.
Experience with Salesforce Knowledge, Absorb, and Articulate.
Experience creating and maintaining Salesforce Knowledge content.
KNOWLEDGE, SKILLS, ABILITIES:
Possess knowledge of relevant industry trends, competitors, and leading customer strategies
Competent in Microsoft Office, desktop publishing, eLearning tools, and navigating the internet.
Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
Ability to address multiple demands and competing priorities in a changing environment.
Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction.
Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions.
Skilled in handling urgent situations professionally and willing to take extra measures when solving problems.
Ability to establish and maintain cooperative working relationships.
Skilled in establishing rapport and gaining the trust of others.
SALARY:
Hiring Range: $32.86-$39.43 per hour.
BENEFITS WE OFFER:
Up to 22 days of Paid Time Off (PTO) in the first year
Eleven paid holidays in addition to PTO
4 Hours of Volunteer Time Off per year
On-Demand Pay / Earned Wage Access
Free Premier RV AAA Washington Membership
Travel, Insurance, and Membership Discounts and Perks
Paid, on-going training throughout your career
THRIVE wellness program
Tax-advantaged commuter benefit
Free parking
Financial Literacy Education
WORK ENVIRONMENT & PHYSICAL DEMANDS:
Hybrid work from home and office required.
The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.
OTHER:
Equipment used: Computer, phone, various virtual technologies and programs, other office equipment.
Travel: Minimal travel (<25%) may be required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
DISCLAIMER:
Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Salary : $33 - $39