Senior Member Advocacy Specialist

AAA Mountain West Group • UT - Teleworker, UT

8d • Onsite

About The Position

Welcome to AAA Mountain West Group (MWG), serving Northern California, Nevada, Utah, Arizona, Alaska, Wyoming, and Montana. We believe our team should make their mark: over every mile and at every moment, we pride ourselves at helping our Members outsmart life’s obstacles. We are a not-for-profit, membership-based organization that has served our Members for over a century: from our legendary roadside assistance and award-winning insurance products to free travel planning and new innovations.

Requirements

• High School diploma plus 2-4 years sales, retention, or customer service
• Excellent verbal and written communication skills.
• Proven ability to build rapport and establish trust with customers.
• Strong sales aptitude and negotiation skills.
• Proficient in using Microsoft Office Suite (Word, Excel, Outlook).
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Adaptable and receptive to feedback.

Nice To Haves

• Knowledge of AAA products, services, and systems.
• Bilingual communication skills.

Responsibilities

• Proactively contact members with cancelled or at-risk memberships through calls and emails to understand Member needs and prevent membership loss.
• Negotiate payment plans and collect payments to reduce cancellations and reinstate memberships.
• Respond to inbound inquiries from members regarding membership cancellations or concerns.
• Address member questions, resolve issues, and provide personalized solutions to prevent cancellations.
• Meet defined retention and reinstatement goals.
• Engage with Members to understand their individual needs and preferences.
• Effectively present and explain the value proposition of various AAA membership offerings.
• Promote and cross-sell additional products and services (travel, insurance, etc.) to existing members.
• Answer Member questions, address concerns, and overcome objections to close sales.
• Cultivate positive relationships with members to foster loyalty and satisfaction.
• Adhere to established protocols for managing retention lists, at-risk accounts, and delinquent accounts.
• Prioritize and execute outreach efforts within set timeframes.
• Maintain accurate and timely records of all member interactions and actions taken.
• Identify areas for improvement in retention strategies, service delivery, or operational efficiency.
• Propose solutions and contribute to the implementation of best practices.

Benefits

• Great Pay - 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
• Benefits – 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED