Member Relations Coordinator - Hybrid - Lexington, KY
About The Position
AAA Club Alliance is hiring a full-time Member Relations Coordinator to support its call center in Lexington, Kentucky. The position is hybrid: employees work onsite Tuesday through Thursday at the Hamburg office and work from home on Mondays and Fridays after 90 days of training. The coordinator is often the first point of contact for members and customers. The role handles routine or less complex concerns and feedback about AAA products and services, resolves cases in a timely and thorough manner, and escalates non-routine issues to the appropriate party. Coordinators communicate with members verbally and in writing, prioritize their workloads, determine appropriate compensation for routine resolutions, and use computer systems to document, track, research, and resolve cases. They are expected to provide exceptional service, respond with empathy to each member’s needs, and meet business-line performance standards.
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 accurately and successfully.
- 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
- Act as the first point of contact and take calls from members and customers.
- Respond to and resolve routine or less complex issues and feedback about AAA products and services in a timely and thorough manner.
- Escalate non-routine complaints and issues to the appropriate party.
- Organize and prioritize daily workload to meet AAA goals and objectives.
- Determine appropriate compensation for routine case resolution.
- Communicate with members through verbal and written channels.
- Provide an exceptional customer service experience and respond to each member’s needs with emotional intelligence.
- Use computer systems to track, gather information, document, and resolve cases.
- Maintain performance standards established by the business line.
Benefits
- Comprehensive benefits package.
- Starting base compensation of $13.99 to $19.61 per hour.
- Paid time off, including 2 or more weeks during the first year.
- 401(k) plan with company match up to 7%.
- Eight paid holidays / paid company holidays.
- Health and life insurance.
- Medical, dental, and vision plan options.
- Up to 2 weeks of paid parental leave.
- Company-provided computer equipment.
- Tuition or continual learning reimbursement, up to $5,250 per year.
- Complimentary AAA Premier Membership / free AAA Membership.
- Company-provided volunteer opportunities and one volunteer day per year.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
