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Member Experience Associate

3 months ago

Menlo Park, United States AAA Northern California, Nevada & Utah Full time
JOB DESCRIPTION

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Why Work For Us?

  • 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 with an additional 24 hours per year 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
Additional Details: Competitive hourly base + commissions

.

Summary
At AAA, our Team Members strive to deliver amazing service and help our Members outsmart lifes roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

The Member Experience Associate is primarily responsible for delivering outstanding service and value to our Members through genuine care, personal service and meeting needs and expectations to those that visit or call our branches. Member Experience Associates must have strong customer service orientation, possess active listening skills to identify unmet Member needs and have the ability to become an expert on multiple product lines, services and learn how to use custom software applications.

This is a full-time, onsite, 5 day a week position @ AAA Menlo Park. This Team Member will work two (2) Saturdays out of the month as part of their regular work week.
Essential Functions

  • Performs fundamental customer interactions that include member services and product sales; Must be knowledgeable and proficient with AAA products and services, and adhere to branch operations in accordance to standard operating procedures and compliance including, but not limited to:

    • Member Experience

    • Member Services

    • Concierge

    • DMV

    • Auto Travel

    • Insurance Services

    • Smart Home Security

    • Responsibilities may include all seven fundamental skills as well as growth skills, dependent on branch need.

  • Promote AAA products and services to Members to achieve individual and branch goals and reinforce the value of AAA Membership. Understand and anticipate Member needs, identify and recommend relevant solutions from AAA to satisfy unmet needs.

Knowledge/Skills/Abilities

  • Customer Service: Demonstrates professional and friendly attitude, provides problem solving resolution; Agility in modifying communication style to provide high communication effectiveness; Increases value of Membership with each interaction.

  • Sales: Active listener, critical and adaptable thinker, strong communicator, insightful emotional intelligence

  • Technical: Must be proficient with multiple computer systems and applications. Strong knowledge of all AAA products, services, and operations and must demonstrate fiduciary accountability.

  • Operational Excellence: Ability and aptitude to ensure process implementation and standard operating procedures, implementation of efficiencies to ensure end to end flow meet objectives; engage in daily activities to meet larger purpose and goals.

Education & Experience / Licenses & Certification

  • Minimum Qualifications

    • High School Diploma/GED

    • 1-3 years of work experience with a preference for sales or customer service-focused positions including work in sales, hospitality, insurance, retail, service industry, call centers, or fast paced office environments

    • Drive for Results - Focuses on desired end results; takes steps necessary to meet deliverables in on time; Continues to move forward toward goal achievement

    • Communicate Effectively - Clearly conveys information and ideas to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

    • Teamwork - Develop quality relationships with peers, leaders and internal partners; while supporting communal focus and collaboration of Members First

  • Preferred Qualifications

    • Experience working with sales and service standards and goals or thresholds

Work Environment/Physical Requirements

  • This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds). Approximately 98% of time is spend using a video display terminal. Works in a variety of office environments where standing, walking or sitting at a desk, table or computer workstation for extending periods of time may be required. Approximately 50-80 percent of time spent on the job involves of a personal computer.

  • May travel by car, plane or other form of transportation to attend business meetings or conferences.

  • May be required to work in one or more locations in a defined service area.

  • Must be flexible with work shifts. Must be able to work Saturdays.

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Starting rates vary by region. Ranges start from $23.00 up to $26.95 hourly. This role is subject to an incentive plan that includes commissions and/or piece rate bonuses. We expect most employees to earn between $270 - $3,500 annually in incentives, contingent on performance.