Member Experience Associate

AAA offers a competitive compensation package and a collaborative work environment that values exceptional service to our members.

Benefits

• Opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending on position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Medical, Dental, and Vision insurance
• Wellness program
• Paid holidays
• Paid Time Off – Team Members accrue paid time off monthly; an additional 24 hours per year are earmarked for volunteer activities depending on position
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

About the Role

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. This position rotates between branches depending on business needs.

This is a full-time, onsite position at AAA Hanford that includes Saturday work. You will work 5 days a week.

Responsibilities

• 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
• Performs fundamental customer interactions with accountability for meeting individual sales goals
• Applies 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 adapts to each branch environment

Requirements

• High School Diploma/GED
• 2-4 years of work experience, with at least 1 year in a sales role (sales experience is required)
• Backgrounds in insurance, retail, hospitality, service industries, or call centers are highly valued
• Strong customer service orientation, adaptability, and active listening skills
• Proven ability to meet or exceed sales goals in prior roles
• 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, and operations
• Demonstrates fiduciary accountability
• Must demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations
• Bonding/fingerprinting and P&C licensing may be required depending on branch needs

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: Strong sales skills with a proven ability to meet or exceed goals; active listener, adaptable thinker, and strong communicator who can uncover needs, present solutions, and close sales while maintaining consistency across locations
• Technical: Proficient with multiple computer systems and applications; ability to quickly adapt to varying system configurations or processes across branches
• Operational Excellence: Ensures process implementation and compliance with standard operating procedures in all assigned branches; ensures efficiencies in end-to-end flow to meet objectives
• Drive for Results: Focuses on desired end results; takes steps necessary to meet deliverables 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: Develops quality relationships with peers, leaders, and internal partners

Preferred Qualifications

• Demonstrated success working with defined sales standards and goals, consistently meeting or exceeding targets
• Customer Service experience

Working Environment

• 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 and able to travel between locations regularly, including Saturdays
• Physical requirements include standing, sitting, bending, and lifting (up to 15 pounds)
• Approximately 50-80 percent of time spent on the job involves a personal computer
• May travel by car, plane, or other form of transportation to attend business meetings

Pay

Starting rates vary by region, ranging 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.