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Member Experience Associate

Member Experience Associate

AAA Mountain West GroupMerced, CA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Why Work For Us?

  • Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
  • 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
  • Benefits – Medical, Dental, Vision, wellness program and more!
  • Paid Holidays
  • Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
  • Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
  • Free AAA Classic Membership
  • AAA Product Discounts
  • Tuition Reimbursement Program

Additional Details : Competitive hourly base + commissions

Summary

Member Experience Associate is primarily responsible for delivering outstanding service and value to our Members through genuine care, personal service and meeting needs and expectations to those that visit or call our branches. Member Experience Associates must have strong customer service orientation, possess active listening skills to identify unmet Member needs and have the ability to become an expert on multiple product lines, services and learn how to use custom software applications.

This is a full-time, onsite position @ AAA Merced. While the Merced branch is open Monday-Friday, Saturday availability is a must. Team Members may be asked to support a neighboring Branch within a reasonable distance, whether or not their home Branch is open on Saturday.

Essential Functions

  • Performs fundamental customer interactions that include member services and product sales; Must be knowledgeable and proficient with AAA products and services, and adhere to branch operations in accordance to standard operating procedures and compliance including, but not limited to :

    • Member Experience

  • Member Services
  • Concierge
  • DMV
  • Auto Travel
  • Unlicensed Insurance Services
  • Smart Home Security
  • Responsibilities may include all seven fundamental skills as well as growth skills, dependent on branch need.
  • Promote AAA products and services to Members to achieve individual and branch goals and reinforce the value of AAA Membership. Understand and anticipate Member needs, identify and recommend relevant solutions from AAA to satisfy unmet needs.

    • Knowledge / Skills / Abilities

  • Customer Service : Demonstrates professional and friendly attitude, provides problem solving resolution; Agility in modifying communication style to provide high communication effectiveness; Increases value of Membership with each interaction.
  • Sales : Active listener, critical and adaptable thinker, strong communicator, insightful emotional intelligence
  • Technical : Must be proficient with multiple computer systems and applications. Strong knowledge of all AAA products, services, and operations and must demonstrate fiduciary accountability.
  • Operational Excellence : Ability and aptitude to ensure process implementation and standard operating procedures, implementation of efficiencies to ensure end to end flow meet objectives; engage in daily activities to meet larger purpose and goals.

    • Education & Experience / Licenses & Certification

  • Minimum Qualifications

    • High School Diploma / GED

  • 1-3 years of work experience, with at least 1 year in a sales or customer service-focused role to include work in sales, hospitality, insurance, retail, service industries or call centers.
  • Drive for Results - Focuses on desired end results; takes steps necessary to meet deliverables in on time; Continues to move forward toward goal achievement
  • Communicate Effectively - Clearly conveys information and ideas to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Teamwork - Develop quality relationships with peers, leaders and internal partners; while supporting communal focus and collaboration of Members First
  • Preferred Qualifications

    • Experience working with sales and service standards and goals or thresholds

  • Bilingual Spanish speaking skills are a plus!

    • Work Environment / Physical Requirements

  • This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds). Approximately 98% of time is spend using a video display terminal. Works in a variety of office environments where standing, walking or sitting at a desk, table or computer workstation for extending periods of time may be required. Approximately 50-80 percent of time spent on the job involves of a personal computer.
  • May travel by car, plane or other form of transportation to attend business meetings or conferences.
  • May be required to work in one or more locations in a defined service area.
  • Must be flexible with work shifts. Must be able to work Saturdays.

    • Starting rates vary by region. Ranges start from $23.00 up to $26.95 hourly. This role is subject to an incentive plan that includes commissions. We expect most employees to earn between $270 - $3,500 in incentives annually, contingent on performance.

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    Member Experience Associate • Merced, CA, US

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