Member Experience Associate

AAA Mountain West Group•Mountain View, CA

1d•Onsite

About The Position

The Member Experience Associate is primarily responsible for delivering outstanding service and value to AAA Members through genuine care, personal service, and meeting needs and expectations across multiple branch locations. This role is directly accountable for achieving individual sales targets and contributes to overall branch success. The position requires rotation between branches depending on business needs and is a full-time, onsite role at AAA Mountain View, requiring work 5 days a week including two (2) Saturdays monthly. Member Experience Associates must possess strong customer service orientation, adaptability, and active listening skills to identify unmet Member needs in varied environments, and quickly learn and adjust to multiple product lines, services, and systems to provide seamless service wherever assigned.

Requirements

Professional and friendly attitude, problem-solving resolution, ability to quickly adapt to different branch teams and Member bases.
Agility in modifying communication style to provide high communication effectiveness.
Increases value of Membership with each interaction.
Demonstrates strong sales skills with a proven ability to meet or exceed goals in prior roles.
Active listener, adaptable thinker, and strong communicator who can uncover needs, present solutions, and close sales while maintaining consistency across locations.
Uses strong product knowledge and sales skills to identify customer-specific needs, generate new sales, and retain existing business.
Strives to become cross-functional across all seven fundamental skills and growth skills, building the ability to flex between service and sales responsibilities as branch needs require.
Proficient with multiple computer systems and applications; ability to quickly adapt to varying system configurations or processes across branches.
Strong knowledge of all AAA products, services, operations while demonstrating fiduciary accountability.
Ensures process implementation and compliance with standard operating procedures in all assigned branches, ensures efficiencies on end to end flow to meet objectives; engage in daily activities to meet the larger purpose and goals.
High School Diploma/GED.
2-4 years of work experience, with at least 1 year in a sales role.
Sales experience is required.
Backgrounds in insurance, retail, hospitality, service industries, or call centers are highly valued.
Focuses on desired end results; takes steps necessary to meet deliverables in on time; Continues to move forward toward goal achievement.
Clearly conveys information and ideas to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Develop quality relationships with peers, leaders and internal partners.
Must demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations.
Current & valid Driver’s License required.
Bonding/fingerprinting and P&C licensing may be required depending on branch needs.

Nice To Haves

Demonstrated success working with defined sales standards and goals, consistently meeting or exceeding targets.
Customer Service experience.
Bilingual Spanish or Mandarin speaking skills.

Responsibilities

Performs fundamental customer interactions including Member Services and product sales.
Must be knowledgeable and proficient with AAA products and services and adhere to branch operations in accordance with standard operating procedures and compliance.
Responsibilities may include Member Experience, Member Services, Concierge, DMV/MVD, Auto Travel, Unlicensed Insurance Services, Smart Home Security.
Accountable for meeting individual sales goals.
Consistently apply consultative sales techniques to uncover needs, present solutions, and close opportunities.
Promotes AAA products and services to Members to achieve individual and branch goals, reinforcing the value of Membership regardless of location.
Understands and anticipates Member needs, identifies and recommends relevant solutions, and demonstrates flexibility in adapting solutions to each branch environment.

Benefits

Opportunity to participate in AAA discretionary annual incentive plan or other incentive plans.
401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period.
Medical, Dental, Vision, wellness program and more!
Paid Holidays.
Paid Time Off – Team Members accrue paid time off monthly.
An additional 24 hours per year are earmarked for volunteer activities (depending on position).
Collaborative Environment.
Free AAA Classic Membership.
AAA Product Discounts.
Tuition Reimbursement Program.