What are the responsibilities and job description for the Customer Service Representative position at American Arbitration Association?
Description
Customer Service Representative (2026-63)
The American Arbitration Association is seeking a Customer Service Representative to support clients, case participants, staff, and management by responding to general inquiries received through the national customer service line and shared email channels. This role is an important first point of contact for individuals seeking information about AAA services, rules, procedures, systems access, and related support.
Work Arrangement: Remote / Work from Home.
Location: Candidates must reside in Nevada or Arizona.
Annual Compensation Range: $49,000–$56,500, plus an incentive opportunity targeting 7.5% of annual salary.
Schedule: The general work schedule is 9:00 AM - 5:00 PM Pacific Time, with occasional overtime.
About Us
Named one of the 50 best nonprofits to work for by theNonProfit Times, AAA offers rewarding careers in a fast-paced, mission-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.
Essential Functions
The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.
Customer Service Representative (2026-63)
The American Arbitration Association is seeking a Customer Service Representative to support clients, case participants, staff, and management by responding to general inquiries received through the national customer service line and shared email channels. This role is an important first point of contact for individuals seeking information about AAA services, rules, procedures, systems access, and related support.
Work Arrangement: Remote / Work from Home.
Location: Candidates must reside in Nevada or Arizona.
Annual Compensation Range: $49,000–$56,500, plus an incentive opportunity targeting 7.5% of annual salary.
Schedule: The general work schedule is 9:00 AM - 5:00 PM Pacific Time, with occasional overtime.
About Us
Named one of the 50 best nonprofits to work for by theNonProfit Times, AAA offers rewarding careers in a fast-paced, mission-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.
Essential Functions
- Promptly answers and responds to incoming calls, voicemails, and emails relating to AAA’s services and programs.
- Provides general information regarding AAA rules, procedures, website resources, and service offerings.
- Reviews inquiries carefully and exercises sound judgment in determining when to escalate sensitive, complex, or urgent matters.
- Assists clients with AAA WebFile account creation, including sending registration codes through PRISM.
- Maintains the confidentiality of case information and records and follows AAA information security, data privacy, and confidentiality policies.
- Communicates professionally and effectively with clients, case participants, employees, management, and other internal stakeholders.
- Monitors, organizes, and prioritizes incoming customer service inquiries to ensure timely and accurate responses.
- Regularly reviews AAA rules, procedures, website updates, and new service offerings to stay current.
- Promotes mediation as an effective method for resolving disputes, where appropriate.
- Uses AAA operating systems, Microsoft Office, and proprietary programs to maintain accurate electronic files and records.
- Demonstrates regular, reliable, and predictable attendance.
- Attends required virtual, on-site, or in-person meetings and training sessions.
- Associate’s degree in business, communications, or a related field preferred.
- Two to four years of relevant customer service, client support, call center, administrative support, or similar experience; or an equivalent combination of education and experience.
- Experience in a law office, judicial, dispute resolution, claims, insurance, financial services, or other professional services environment is a plus.
- Strong customer service skills, including the ability to respond professionally and calmly to challenging or sensitive inquiries.
- Clear verbal and written communication skills.
- Ability to manage multiple calls, emails, and tasks while maintaining accuracy and attention to detail.
- Sound judgment, discretion, and ability to maintain confidentiality.
- Proficiency with Microsoft Outlook, Word, and Excel.
- Ability to learn and use web-based systems, case management platforms, and proprietary software.
- Strong organizational, follow-up, and problem-solving skills.
- Ability to work independently in a remote environment while remaining responsive and connected to the team.
- Interest in using technology, including productivity tools and emerging tools such as generative AI, to improve efficiency is a plus.
The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.