Member Services Call Center Training Specialist

TRAINING SPECIALIST, MEMBER SERVICES CALL CENTER

WHAT YOU’LL DO

As a Training Specialist, you’ll help employees build the knowledge, confidence, and skills they need to deliver an exceptional experience to our members. You’ll facilitate new-hire and ongoing training, maintain learning resources, assess trainee progress, and partner with leaders to strengthen training and quality programs.

This is a hands-on role for someone who enjoys facilitating learning, adapting to changing priorities, and helping others succeed. You’ll work across classroom, virtual, and eLearning environments while supporting continuous improvement across the department.

The start date for this role is January 4, 2027.

WHO WE ARE

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide best-in-class roadside assistance, discounts and rewards, travel services, and insurance. For more than 120 years, we’ve served our members, not shareholders, so our growth supports continued innovation for the Club today and into the future.

Seeking to reflect the communities we serve and foster an inclusive culture, we encourage employees to bring their full selves to work and welcome applicants from all backgrounds, abilities, and walks of life.

WHY YOU’LL LOVE WORKING AT AAA WASHINGTON

You’ll play an important role in strengthening the employee experience and helping frontline teams deliver AAA Washington’s spirit of service and peace of mind to our membership.

Consistently recognized as one of the Best Places to Work by the Puget Sound Business Journal, we support work-life balance across the organization. Many positions based at our Bellevue corporate office offer hybrid or remote work options, along with a competitive benefits package.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Facilitate engaging new-hire, developmental, and ongoing training for assigned departmental employees through classroom, virtual, and eLearning platforms.
• Partner with leaders and subject-matter experts to identify learning needs, then develop and update training programs, course outlines, learning objectives, and supporting materials.
• Manage the learning environment and provide leaders with timely updates regarding trainee progress, quality outcomes, performance concerns, and additional support needs.
• Evaluate trainee progress and training effectiveness through observations, knowledge checks, call monitoring, quality assessments, and other performance measures.
• Document and maintain best practices, standard operating procedures, facilitator resources, and employee learning materials, including intranet content and eLearning libraries.
• Maintain Learning Management System data, course assignments, and completion records, and coordinate the department training calendar.
• Collaborate with leadership to develop, administer, and continuously improve the department’s quality assurance program.
• Participate in project development, testing, implementation, and change-readiness activities, and document, track, and troubleshoot defects or process issues.
• Build positive working relationships through respectful communication, active collaboration, and dependable follow-through.
• Demonstrate AAA’s vision, mission, and values in daily activities while encouraging others to remain committed to organizational goals.

SUPERVISORY RESPONSIBILITIES

• None.

MINIMUM QUALIFICATIONS

• High school diploma or GED.
• Two or more years of experience in customer service, a contact center, or another relevant operational environment.
• Strong verbal and written communication skills, including effective listening and the ability to explain detailed information clearly.
• Ability to organize assignments, manage competing priorities, and follow through with minimal direction.
• Proficiency with Microsoft Office applications and the ability to quickly learn new tools and technology.
• Ability to establish rapport and maintain cooperative working relationships with trainees, peers, leaders, and subject-matter experts.

PREFERRED QUALIFICATIONS

• One to two years of experience in a training, facilitation, coaching, or employee-development role.
• Experience using a Learning Management System, eLearning tools, virtual training platforms, desktop-publishing applications, or other learning technology.
• Experience providing performance feedback or assessing employee progress through observations, call monitoring, or quality-assurance activities.
• Familiarity with adult-learning principles, instructional methods, and classroom-management practices.
• Experience supporting operational projects, system testing, process implementation, or organizational change.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of relevant industry trends, customer-service practices, and emerging learning strategies.
• Ability to facilitate engaging learning experiences for individuals with different experience levels and learning needs.
• Ability to adjust instructional style and approach in response to changing priorities, trainee needs, and business requirements.
• Ability to manage simultaneous demands and deadlines in a fast-paced environment.
• Strong judgment, problem-solving, and decision-making skills.
• Ability to communicate with professionalism, confidence, and appropriate authority.
• Ability to work independently while remaining collaborative and responsive to the broader team.
• Ability to handle urgent or sensitive situations calmly and professionally.
• Strong relationship-building skills, including the ability to establish trust and create a supportive learning environment.

SALARY:

• Pay range: $32.86 - $39.43 per hour

BENEFITS WE OFFER:

• Health insurance (medical, vision, dental and prescription drug)
• Up to 22 days of Paid Time Off (PTO) in the first year
• Eleven paid holidays in addition to PTO
• 401(k) with Employer Match
• Life, Short-Term Disability, and Long-Term Disability insurance
• Flexible Spending Accounts
• 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
• THRIVE wellness program
• Tax-advantaged commuter benefit
• Free parking
• Financial Literacy Education

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• This position requires a hybrid combination of working from home and working in the office.
• Work is primarily performed in a standard office or virtual environment.
• The employee must be able to remain in a stationary position for more than 50% of the workday.
• The position occasionally requires moving throughout the office to access equipment, training spaces, cabinets, and other resources.
• The employee may work around standard office equipment that produces moderate noise.

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.

AAA Washington is an equal opportunity employer. We are committed to providing reasonable accommodations to individuals with disabilities and ensuring an inclusive hiring process.