Member Relations Coordinator - Hybrid - Lexington, KY

AAA Mid-Atlantic•Lexington, KY

2d•$14 - $20•Hybrid

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: onsite Tuesday through Thursday at the Lexington Hamburg office and work from home Monday and Friday after 90 days of training. The coordinator is the first point of contact for members and customers, handling routine or less complex concerns about AAA products and services. The role involves resolving cases, escalating non-routine issues, communicating through verbal and written channels, and providing an exceptional customer service experience. The coordinator uses computer systems to track, research, document, and resolve cases, while organizing work to meet business goals and 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 multitask 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 contact for members and customers and take incoming calls.
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 support AAA goals and objectives.
Determine appropriate compensation for routine case resolution.
Communicate with members through verbal and written channels.
Engage with members to provide an exceptional customer service experience.
Use emotional intelligence to recognize each member’s needs and respond accordingly.
Use computer systems to track cases, gather information, document interactions, and resolve cases.
Maintain performance standards established by the business line.

Benefits

Competitive hourly compensation of $13.99 to $19.61; final offer depends on factors including experience and geographic location.
Comprehensive benefits package.
More than 2 weeks of paid time off during the first year.
401(k) plan with company match up to 7%.
Paid holidays (8 holidays are specified in the posting).
Health and life insurance.
Medical, dental, and vision plan options.
Up to 2 weeks of paid parental leave.
Company-provided volunteer opportunities and 1 volunteer day per year.
Free AAA membership; the posting also mentions a complimentary AAA Premier Membership.
Continual learning/tuition reimbursement up to $5,250 per year.
AAA-provided computer equipment.