Member Experience Associate

Job Description

Job Description

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. 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

Additional Details : Competitive hourly base + commissions

Summary

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 across multiple branch locations. In addition to delivering service, MEAs are directly accountable for achieving individual sales targets. While their contributions support the overall branch success, they are measured as individual contributors. This position rotates between branches depending on business needs. Member Experience Associates must have strong customer service orientation, adaptability, and active listening skills to identify unmet Member needs in varied environments. They must quickly learn and adjust to multiple product lines, services, and systems in order to provide seamless service wherever assigned.

This is a full-time, onsite, 5-day a week role that requires working EVERY Saturday out of the month.

Essential Functions

Performs fundamental customer interactions including Member Services and product sales; must be knowledgeable and proficient with AAA products and services and adhere to branch operations in accordance with standard operating procedures and compliance including, but not limited to :

Member Experience

Member Services

Concierge

DMV / MVD

Auto Travel

Unlicensed Insurance Services

Smart Home Security

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

Performs fundamental customer interactions including Member Services and product sales, with accountability for meeting individual sales goals. Must be knowledgeable and proficient with AAA products and services, and consistently apply consultative sales techniques to uncover needs, present solutions, and close opportunities.

Promotes AAA products and services to Members to achieve individual and branch goals, reinforcing the value of Membership regardless of location.

Understands and anticipates Member needs, identifies and recommends relevant solutions, and demonstrates flexibility in adapting solutions to each branch environment.

Knowledge & Skills

Customer Service : Professional and friendly attitude, problem-solving resolution, ability to quickly adapt to different branch teams and Member bases; Agility in modifying communication style to provide high communication effectiveness; Increases value of Membership with each interaction.

Sales : Demonstrates strong sales skills with a proven ability to meet or exceed goals in prior roles. Active listener, adaptable thinker, and strong communicator who can uncover needs, present solutions, and close sales while maintaining consistency across locations.

Uses strong product knowledge and sales skills to identify customer-specific needs, generate new sales, and retain existing business.

Strives to become cross-functional across all seven fundamental skills and growth skills, building the ability to flex between service and sales responsibilities as branch needs require.

Technical : Proficient with multiple computer systems and applications; ability to quickly adapt to varying system configurations or processes across branches. Strong knowledge of all AAA products, services, operations while demonstrating fiduciary accountability.

Operational Excellence : Ensures process implementation and compliance with standard operating procedures in all assigned branches, ensures efficiencies on end to end flow to meet objectives; engage in daily activities to meet the larger purpose and goals.

Education & Experience / Licenses & Certifications

Minimum Qualifications

High School Diploma / GED

2-4 years of work experience, with at least 1 year in a sales role. Sales experience is required; customer service experience is strongly preferred.

Backgrounds in insurance, retail, hospitality, service industries, or call centers are highly valued, to include work in sales, hospitality, insurance, retail, service industries or call centers.

Drive for Results : Focuses on desired end results, takes steps necessary to meet deliverables in on time, and 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.

Must demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations.

Current & valid Driver’s License required; bonding / fingerprinting and P&C licensing may be required depending on branch needs.

Preferred Qualifications

Demonstrated success working with defined sales standards and goals, consistently meeting or exceeding targets.

Bilingual Spanish or Chinese professional are a plus!

Working Environment / Minimum Physical Requirements

Works in a variety of branch office environments where standing, walking, or sitting at a desk, table, or computer workstation for extended periods of time may be required.

Must be flexible with work shifts, including Saturdays.

Approximately 50–80% of time is spent using a personal computer.

Must be available to work in different branch locations.

This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds).

#LI-ML1

“Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.”

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. We expect most employees to earn between $270 - $3,500 in incentives annually, contingent on performance.