American Automobile Association (AAA)
American Automobile Association (AAA) Call Center Interview Questions & Reviews
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Very Easy Interview
Customer Service Representative (Call Center) Interview (Negative Experience; Very Easy Interview)
I applied online and the process took 2+ weeks - interviewed at American Automobile Association (AAA) in June 2014.
Interview Details – I was called on 6/17 for a phone interview and scheduled my 1:1 interview for the following day, the next day I received a phone call for a final phone interview and the following Monday I was called back for an offer contingent on passing the background, drug, and criminal check. Everyone was extremely nice. They do a background check through a company called HireRight, they verify work as usual and highest form of completed education (I'm currently in college as a premed student, I was home schooled during high school) and HireRight wanted me to send in every piece of documentation from my home schooling years - I could understand if I claimed that was my only education but I am in college receiving federal loans, if the state could verify it then certainly HireRight could get that information on their own. Also, they check for speeding tickets... for a call center position. Which was a little odd to me. The drug test consisted of cutting out a piece of hair (not just a few strands, a good sized lock of hair) to test 10 years back. Luckily for me I didn't experiment as a teenager! I work for a financial company dealing with thousands of dollars a day and they were not as nutty as AAA about tedious things. I initially accepted the offer, but after dealing with HIreRight I declined the position simply because I was tired of having to fetch everything for them- so I told HireRight to stick it, I"m not going to jump through hoops and do their job so I can get paid $13 an hour. Sorry.
Interview Question – They were all standard, easy to answer questions. Answer Question
Reason for Declining – The Irving call center location hires EVERY SINGLE MONTH and the call center is a small call center. Literally they have their training class every month for new hires - I was supposed to start July 2nd but they had one scheduled for July 28th as well and I didn't quite understand why this was. Were they expecting to lose people? This quickly told me that there is a high turn over, I spoke with an old neighbor who was hired by AAA in 2012 and was let go 2 months later because "they hired too many people." It might seem like a cover story but seeing as how often they hire, it doesn't seem far off. I also didn't like that the only measure of performance is whether or not you pass customer feedback surveys with an 85%- if the customer declines to rate service or the customer rates it as "good" instead of "very good" it doesn't count and you fail which counts against you. Also, their benefits aren't that great.
Insurance Customer Service (Call Center) Interview (Neutral Experience; Average Interview)
I interviewed at American Automobile Association (AAA) in May 2014.
Interview Details – Whole process took less than a month. After a week of submitting my applications, was scheduled for a phone interview for a week later. Wanted to know more about me and went straight to the questions.
Interview Question – What was your worst experience with customer service? Answer Question
Call Center Supervisor Interview (Positive Experience; Average Interview)
I applied through an employee referral and the process took 1 week - interviewed at American Automobile Association (AAA) in October 2010.
Interview Details – Initial phone interview will assess qualifications and gauge hiring potential. Second interview is face to face with one or more hiring managers. Dress to impress, have copy of resume, forget the canned answers, talk about your experience and what you expect to get out of your new position.
Interview Question – Tell us about a time when.... View Answer
Negotiation Details – Went better than I thought. Salary was not adjusted, but it was an open discussion that laid out opportunities once hired.
Call Center Agent Interview (Positive Experience; Average Interview)
I applied online and the process took 4+ weeks - interviewed at American Automobile Association (AAA) in March 2013.
Interview Details – Initial communication by was phone. They setup interviews within 10 days of the call. You are usually interviewed by HR and a lower-level manager of the department you are applying for. Then you are taken to the department for a tour, and then interviewed by the Manager or Director for that department. It is a very welcoming environment, and low stress in terms of interviews. They want to see who you are as a person, not how much you can pass a test.
Interview Question – There are no really difficult or unexpected questions. Answer Question
Negotiation Details – I did not make any negotiations because they already mentioned they were offering higher than they would typically.
Emergency Road Service Call Center Interview (Negative Experience; Difficult Interview)
I applied online and the process took 3 weeks - interviewed at American Automobile Association (AAA) in January 2009.
Interview Details – I was called in based on my online application and invited to an on-site interview/testing process.
About fifteen of us arrived at the interview session. We were each given an application form - much longer and more detailed than the one we'd filled out online. The application packet also had a number of essay questions related to customer service. Describe the best customer service you've ever received. Prioritize these three situations and explain your reasoning. Several other questions. To be answered in detail.
As each person completed the written portion, s/he was directed to another room for the computer portion while the written portion was evaluated. After the computerized testing, each person was given a brief personal interview. That's how it went for everyone but me.
I have very slow penmanship and I had a lot more job history to fill out than most people in the interview (I'm ot old, but I had about ten years on everyone else there). About 2/3 of the way through my written test, the HR person doing the scoring told me I needed to go faster and she was concerned that I might not have the sense of urgency required for the position.
When I did finally finish - after one more expression of concern - "I just don't think you'll be fast enough to keep up," I was begrudgingly allowed to take the computer-based test. I breezed through this; I easily type 80wpm. It tested my typing, had some logic/problem-solving questions, asked about my availability, and so on.
When I finished - and I was NOT the last, I was about 3rd from the end - I was not offered an interview. Well, when I asked I was told "We have everything we need." My written test lay on the table unscored.
I have call center experience. VERY SUCCESSFUL call center experience. I type 80wpm. I have never had to hand-write a call record, resolution notes, or any related details - those go into the computer. I don't have to use my penmanship beyond occasional "notes to self." if I need to contact a manager, I do so by email or in person.
It was my bad for not anticipating the situation; I only recently figured out how to ask for a "reasonable accommodation" for my slow penmanship after it cost me another interview. I write slowly because of a neuromuscular issue. I can work at a very fast pace and type like the wind, but my handwriting has been slow and difficult from the get-go.
I would say AAA and I both lost out, but really they were the losers because they didn't look past the slow handwriting, much of which was redundant anyway - rewriting what I had typed into my written application. If they "wrote me off" because I couldn't hand-write fast enough....I didn't lose out on anything. One snap judgment leads to another...and another...and another.
- Having to reapply in handwritten form - all the employer information you submitted online and more. View Answer
- The usual "customer service" essay questions. What was the best customer service experience you've ever had? Describe a time when you had to work with an angry customer. Here are three scenarios - prioritize them and explain your reasoning. View Answer
Insurance Customer Service (Call Center) Interview (Positive Experience; Average Interview)
I applied online and the process took 1 week - interviewed at American Automobile Association (AAA) in February 2011.
Interview Details – -I first applied online through their website
-2 weeks go by and I finally got a call from a recruiter inviting me to come in and take a personality and skills test. They let you know if you passed or failed the test right on the spot. Now usually, from what I'm told, if you pass the skills and personality test, they send you home and a person from HR will call you for a phone interview. However, strangely, that same day after passing the tests they gave me a 1:1 interview right on the spot.
-After they sent home from the 1:1 interview, 2 hours go by and they called me up to set up a second interview the following day.
-The second interview consisted of two managers firing questions one after another. I was intimidated at first, the managers were very kind and made sure I was comfortable before the interview started. The interview lasted about 20 mins. After the interview ended, they invited me to see if I would like to shadow and listen to one of their employees.
-They called me a day later and informed me that I got the position, however, they had to conduct a extensive background check and drug test (Hair test).
-About 3 more days went by and they informed me that every thing was fine and that i would be starting the new position in about 2 weeks.
Interview Question – Give me a time where you had to handle an irate customer. Answer Question
Negotiation Details – N?A
Very Easy Interview
Call Center Interview (Positive Experience; Very Easy Interview)
I applied through a recruiter and the process took a day - interviewed at American Automobile Association (AAA) in January 2008.
Interview Details – Got a call from a recruiter asking me to come in for an interview. The interview was scheduled the same week. I was greeted with a smile and went through my resume with the HR person. He then later brought me upstairs to meet the director who wanted to hired me on the spot. It was an easy interview no test no drug test nothing.
Interview Question – How would you handle an angry customer? Answer Question
Reason for Declining – Wasn't enough money
Insurance Call Center Representative Interview (Positive Experience; Average Interview)
I applied online and the process took 2 weeks - interviewed at American Automobile Association (AAA) in October 2012.
Interview Details – Filled out application online. Was contacted next day to complete an online assessment which took approx 40 minutes. Within 24 hour recieved a call for a phone interview by a senior human resource manager which was general expectations work history schedule availibilty. Afterward was sent an invitation to interview in person a two part interview process which included a mock call and questions regarding past experience. Was escorted to hiring manager for final interview which was very friendly and informative.
Interview Question – No difficult questions. The main emphasis is on clear concise communication. During Interview process very little eye contact was made due to the specific and detailed notes taken by supervisor. In other words do your best to answer the question asked, Do not trail off subject. Answer Question
Negotiation Details – No negotiation on pay. However the pay level was more than average for entry level.
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