Member Experience Associate

AAA Mountain West Group•Phoenix, AZ

12d•Onsite

About The Position

The Member Experience Associate delivers outstanding service and value to AAA Members through genuine care, personal service, and by meeting Members’ needs across multiple branch locations. The role rotates between branches according to business needs and is accountable for individual sales targets while contributing to overall branch success. Associates are expected to adapt to different branch teams, Member bases, products, services, systems, and processes. The Associate provides Member services and product sales, uses consultative sales techniques to identify needs and recommend solutions, and promotes AAA products and services. Responsibilities may include the seven fundamental skills and growth skills depending on branch needs: Member Experience, Member Services, Concierge, DMV/MVD, Auto Travel, Unlicensed Insurance Services, and Smart Home Security. The role also requires applying branch procedures and compliance requirements consistently. The position is primarily office-based and may involve working in different branch locations, including Saturdays. It includes extensive use of computer systems and video display terminals, and may require travel to business meetings.

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.
Ability to demonstrate strong sales skills and meet or exceed goals.
Strong customer service orientation, problem-solving ability, active listening, adaptability, and communication skills.
Ability to learn and use multiple computer systems and applications, and adapt to varying system configurations or processes.
Ability to apply AAA product knowledge and sales skills to identify customer needs, generate new sales, and retain existing business.
Ability to implement processes and comply with standard operating procedures across assigned branches.
Willingness to travel and flexibility to cover shifts at multiple locations, including Saturdays.
Bonding, fingerprinting, and Property & Casualty licensing may be required depending on branch needs.
Ability to stand, sit, bend, walk, and lift up to 15 pounds.
Availability to work in different branch locations and on Saturdays.

Nice To Haves

Experience in insurance, retail, hospitality, service industries, or call centers.
Demonstrated success working with defined sales standards and goals and consistently meeting or exceeding targets.
Customer service experience.

Responsibilities

Provide Member services and sell AAA products 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, recommend appropriate solutions, and adapt service to each branch environment.
Learn and apply knowledge of AAA products, services, systems, operations, and branch procedures.
Maintain compliance with standard operating procedures and applicable requirements across assigned branches.
Adapt communication style and work effectively with different branch teams and Member bases.
Build cross-functional capability across fundamental service skills and growth skills as branch needs require.
Travel between branch locations regularly and cover shifts as needed.
Work Saturdays.

Benefits

Opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending on position.
Company 401(k) match of $1 for $1 up to 6% of eligible earnings per pay period.
Medical insurance.
Dental insurance.
Vision insurance.
Wellness program.
Paid holidays.
Paid time off accrued monthly.
Depending on position, an additional 24 hours per year earmarked for volunteer activities.
Free AAA Classic Membership.
AAA product discounts.
Tuition reimbursement program.
Competitive hourly base plus commissions.