Part-Time Member Success Associate - DMV

AAA Mountain West Group•Antioch, CA

8d•Onsite

About The Position

AAA Mountain West Group is currently recruiting for two Member Success Associate, DMV. This role is responsible for ensuring members are aware of and can fully utilize our valuable DMV services. This is a part-time role. You will not be eligible for benefits. This is an in-office position.

Requirements

Excellent verbal and written communication skills in the required language(s) tailored to business needs
Superior listening, customer service, and follow-up skills to build strong relationships and exceed member expectations
Expert knowledge of DMV Services, regulations and processes
Strong understanding of AAA products, services, and systems
Ability to multitask and thrive in a fast-paced work environment
Openness to feedback and willingness to adjust approach as needed
Ability to quickly learn new and multi-state DMV/MVD programs and services
High school diploma or GED plus 1-2 years experience in sales, retention and customer service with an emphasis on servicing AAA Members in Branch locations, MSC, ERS or ARC.
Must be able to be DMV/MVD certified and meet state requirements, and other licensing requirements as necessary.

Nice To Haves

Bilingual communication skills are a plus, but not required
Bilingual

Responsibilities

Makes contact with, and receives calls from Members and Team Members who have questions about DMV services, and other in-branch services and products.
Follows established protocols, processes and standard operating procedures to meet defined goals by answering calls within certain timeframes, provide accurate and timely information to members, update records, complete call disposition reporting and analytics.
Enhance member satisfaction and loyalty through personalized service that is solution-oriented.
Identifies process improvement opportunities, proposes solutions, and implements best practices.
Provides support of Branch Operations managed services, tools and projects such as; Concierge, ConnectSuite, DMVA, Passport Systems, IDP’s, Attraction Tickets, Referral Rewards, State and Notary Certifications, training aides, AAA Credit Card, Smart Home, and other programs, services and additional tools/systems as assigned.
Performs basic data collection from Member and Team Member interactions, and prepares reports and proposals for continuous improvement.
Collects and enters data into various source and reporting systems as necessary and required.
Prepares reporting and presents findings, trends and correlations of information collected to management.

Benefits

opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
Medical, Dental, Vision, wellness program and more!
Paid Holidays
Paid Time Off – Team Members accrue paid time off monthly.
Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
Free AAA Classic Membership
AAA Product Discounts
Tuition Reimbursement Program