Member Relations Coordinator
About The Position
AAA Club Alliance is seeking a full-time Member Relations Associate Coordinator to support our call center in Lexington, KY. This position is hybrid. Tuesday, Wednesday, & Thursday onsite in our Lexington, KY office and Monday and Friday work from home. To the qualified candidate, we offer: Hourly rate of $15.00/hour + eligibility for annual merit increase Comprehensive benefit package includes: 3+ weeks of Paid Time Off during the first year 401(k) plan with a company match of up to 7% 8 paid holidays Health & Life Insurance Tuition Reimbursement and a complimentary AAA Premier Membership + more! The primary duties of the Member Relations Coordinator are: Acts as first contact and takes calls from Members and customers. Responds and resolves routine or less complex issues and feedback received about AAA products and services in a timely and thorough manner. Escalates non-routine complaints and issues to the appropriate party. Organizes/prioritizes daily workload to ensure adherence to AAA goals and objectives. Determines appropriate compensation for routine case resolution. Communicates with members through multiple channels, both verbal and written. Engages with members to provide an exceptional customer service experience. Utilizes emotional intelligence to recognize unique needs of each member and responds accordingly. Effectively uses computer systems for tracking purposes, information gathering, documentation and resolution of cases. Maintains performance standards as established by the business line.
Requirements
- High School Diploma; Associates degree a plus.
- 1+ years of Customer Service Experience.
- Customer service skills including friendliness, empathy, and strong listening skills.
- Ability to prioritize work, and handle simultaneous assignments with success and accuracy.
- Ability to perform multiple tasks in fast paced environment.
- Good problem solving and critical thinking skills.
- Ability to work overtime as needed.
Nice To Haves
- Experience interacting with dissatisfied customers a plus.
- Familiarity with AAA policies and practices a plus.
Responsibilities
- Acts as first contact and takes calls from Members and customers.
- Responds and resolves routine or less complex issues and feedback received about AAA products and services in a timely and thorough manner.
- Escalates non-routine complaints and issues to the appropriate party.
- Organizes/prioritizes daily workload to ensure adherence to AAA goals and objectives.
- Determines appropriate compensation for routine case resolution.
- Communicates with members through multiple channels, both verbal and written.
- Engages with members to provide an exceptional customer service experience.
- Utilizes emotional intelligence to recognize unique needs of each member and responds accordingly.
- Effectively uses computer systems for tracking purposes, information gathering, documentation and resolution of cases.
- Maintains performance standards as established by the business line.
Benefits
- 3+ weeks of Paid Time Off during the first year
- 401(k) plan with a company match of up to 7%
- 8 paid holidays
- Health & Life Insurance
- Tuition Reimbursement
- complimentary AAA Premier Membership
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
