Member Experience Coordinator

4 months ago

Indianapolis, United States AAA Full time

Job Details

Description

ABOUT AAA HOOSIER MOTOR CLUB:

Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.

Here's What is in it for YOU:

A company culture that provides training and learning opportunities. A brand that you can be proud to be part of. A culture that will challenge you to be your best. Health / Dental / Vision benefits. Paid Time Off. Paid Holidays. Company provided LTD & Life Insurance. Retention bonuses. Service Anniversary Recognition. Free AAA Classic Membership. Generous 401k w/ company match. Company provided HSA dollars.

Position Summary :

As a Member Experience Coordinator, you will play a crucial role in ensuring the overall data integrity, collection, and maintenance of membership records. Responsible for various tasks, including processing incoming mail, providing internal support, managing Phone Co processing, handling phone queue responsibilities, addressing web-related inquiries, and overseeing membership transfers in and out of Hoosier Territory through MITA.

Duties and Responsibilities :

1. Processing Incoming Mail:

Manage Direct Mail Responses efficiently. Manage Address Changes, Undeliverable, and Returned Mail. Handle Member Correspondence effectively.

2. Internal Support:

Answer procedural questions from branch staff. Provide technical support for Connect Suite. Respond to inquiries via .

3. Phone Queue:

Inbound Queue: Process new member joins. Manage billing inquiries and change requests with accuracy and professionalism. Process Cancellation Requests, ensuring a thorough understanding of member concerns and focusing on retention.

4. Outbound Queue: Member outreach.

Support existing Member Retention efforts.

5. Web:

Respond to Contact Us requests and engage in Chat via Address Changes, Duplicate Card Requests, and Account Login assistance.

6. MITA (Membership Information Transfer Application):

Manage membership transfers in and out of Hoosier Territory.  Perform other duties as requested by management.

Supervisory Responsibilities :

This position has no direct supervisory responsibilities.

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Qualifications

Education and/or Experience Requirements :

High school diploma or general education degree (GED); plus, one year of inside sales, data management, or customer service experience is preferred.

Skill Requirements :

Accuracy - Ability to perform work accurately and thoroughly.

Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

Communication, Oral - Ability to communicate effectively with others using the spoken word.

Communication, Written - Ability to communicate in writing clearly and concisely.

Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Detail Oriented - Ability to pay attention to the minute details of a project or task.

Goal Oriented - Ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals.

Interpersonal Skills - Ability to maintain confidentiality. Ability to remain open to others’ ideas and exhibit willingness to try new things.

Organized - Possessing the trait of being organized or following a systematic method of performing a task.

Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully.

Reliability - Ability of the individual to be dependable and trustworthy.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; possesses ability to build morale and group commitments to reach goals and objectives.

Working Under Pressure - Ability to complete assigned tasks under stressful situations.

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