Member Experience Associate

AAA Mountain West Group • Santa Rosa, CA

12d • Onsite

About The Position

The Member Experience Associate delivers service and value to AAA Members through attentive, personalized service and by meeting Member needs across multiple branch locations. The role is measured as an individual contributor and includes direct accountability for individual sales targets. Associates rotate between branches based on business needs and must adapt to different teams, Member bases, products, services, and systems. This is an onsite position at the Santa Rosa Mendocino Avenue location, with regular travel between branch locations and availability for rotating Saturdays. Pay is $24.60 per hour plus commission; the posting also notes regional starting rates of $23.00 to $26.95 per hour and estimated annual incentives of $270 to $3,500, contingent on performance.

The role provides fundamental Member interactions and product sales across services that may include Member Services, Concierge, DMV/MVD, Auto Travel, unlicensed insurance services, and Smart Home Security. Associates apply consultative sales techniques to understand Member needs, recommend appropriate solutions, promote AAA products and services, and help meet individual and branch goals. They are expected to maintain product and operational knowledge, follow standard procedures and compliance requirements, and flex between service and sales work as branch needs require.

Requirements

• High school diploma or GED.
• 2–4 years of work experience, including at least 1 year in a sales role.
• Sales experience is required.
• Current and valid driver’s license.
• Ability to demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations.
• Strong customer-service orientation, active listening, communication, problem-solving, and adaptability.
• Ability to use multiple computer systems and applications and quickly adjust to different system configurations or processes.
• Ability to meet deliverables on time and work toward goals.
• Ability to develop quality relationships with peers, leaders, and internal partners.
• Availability to work Saturdays and at different branch locations.
• Bonding/fingerprinting and P&C licensing may be required depending on branch needs.
• Ability to stand, sit, walk, bend, and lift up to 15 pounds; prolonged use of a computer or video display terminal may be required.

Nice To Haves

• Demonstrated success meeting or exceeding defined sales standards and goals.
• Customer service experience.
• Spanish-speaking skills.
• Experience in insurance, retail, hospitality, service industries, or call centers.

Responsibilities

• Provide friendly, professional Member service and product sales across assigned branch locations.
• Meet individual sales targets and contribute to branch goals.
• Use consultative sales techniques to uncover Member needs, present relevant solutions, and close sales opportunities.
• Promote AAA products and services and reinforce the value of Membership.
• Anticipate Member needs and adapt solutions to the needs of each branch environment.
• Learn and provide service across applicable areas, including Member Services, Concierge, DMV/MVD, Auto Travel, unlicensed insurance services, and Smart Home Security.
• Maintain proficiency in AAA products, services, operations, and relevant systems.
• Follow standard operating procedures and compliance requirements at all assigned branches.
• Adapt communication style and work effectively with different branch teams and Member bases.
• Flex between service and sales responsibilities and develop cross-functional skills as branch needs require.
• Travel between locations regularly and cover shifts, including Saturdays, as needed.

Benefits

• 401(k) matching: $1 for $1 company match up to 6% of eligible earnings per pay period.
• Medical, dental, and vision benefits.
• Wellness program.
• Paid holidays.
• Paid time off accrued monthly.
• Up to 24 additional hours per year earmarked for volunteer activities, depending on position.
• Free AAA Classic Membership.
• AAA product discounts.
• Tuition reimbursement program.
• Opportunity to participate in a discretionary annual incentive plan or other incentive plans, depending on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED