Member Relations Coordinator - Hybrid - Lexington, KY

AAA Mid-Atlantic•Lexington, KY

4d•Hybrid

About The Position

AAA Club Alliance is hiring a full-time Member Relations Associate Coordinator to support its call center in Lexington, Kentucky. The position is hybrid: onsite Tuesday through Thursday at the Lexington Hamburg office and working from home Monday and Friday after 90 days of training. The coordinator is the first point of contact for members and customers, handling calls and resolving routine or less complex feedback and issues about AAA products and services. The role requires timely, thorough communication across verbal and written channels, sound case documentation and follow-through, and an exceptional customer service experience tailored to each member’s needs. Non-routine complaints and issues are escalated to the appropriate party. The position pays $15.00 per hour, with eligibility for an annual merit increase. AAA Club Alliance provides a comprehensive benefits package, paid time off, paid holidays, a 401(k) plan with company match, insurance, equipment, tuition or learning reimbursement, and a complimentary AAA membership. The employer states that overtime may be needed.

Requirements

High school diploma.
At least 1 year of customer service experience.
Customer service skills, including friendliness, empathy, and strong listening skills.
Ability to prioritize work and handle simultaneous assignments successfully and accurately.
Ability to perform multiple tasks in a fast-paced environment.
Good problem-solving and critical-thinking skills.
Ability to work overtime as needed.

Nice To Haves

Associate degree.
Experience interacting with dissatisfied customers.

Responsibilities

Acts as the first contact and takes calls from members and customers.
Responds to and resolves routine or less complex issues and feedback about AAA products and services in a timely and thorough manner.
Escalates non-routine complaints and issues to the appropriate party.
Organizes and prioritizes daily workload to support adherence to AAA goals and objectives.
Determines appropriate compensation for routine case resolution.
Communicates with members through multiple channels, verbally and in writing.
Engages with members to provide an exceptional customer service experience.
Uses emotional intelligence to recognize each member’s unique needs and respond accordingly.
Uses computer systems for tracking, information gathering, documentation, and case resolution.
Maintains performance standards established by the business line.

Benefits

Hourly pay of $15.00, with eligibility for an annual merit increase.
Comprehensive benefits package.
More than 2 weeks of paid time off during the first year.
401(k) plan with company match of up to 7%.
Eight paid holidays.
Health and life insurance.
Medical, dental, and vision plan options.
Up to 2 weeks of paid parental leave.
Company-provided computer equipment.
Tuition reimbursement and continual learning reimbursement of up to $5,250 per year.
Complimentary/free AAA membership, including AAA Premier Membership.
Company-provided volunteer opportunities and one volunteer day per year.