Member Experience Associate

Job ID and location details available upon application.

Why Work For Us?

• Great pay with 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
• Comprehensive benefits including medical, dental, vision, and wellness program
• Paid holidays
• Paid time off accrued monthly, with an additional 24 hours per year earmarked for volunteer activities
• Collaborative environment valuing contributions to exceptional member service
• Free AAA Classic Membership
• AAA product discounts
• Tuition reimbursement program

About the Role

The Member Experience Associate delivers outstanding service and value to Members through genuine care, personal service, and meeting needs and expectations across multiple branch locations. This role is directly accountable for achieving individual sales targets while rotating between branches based on business needs.

Responsibilities

• Perform fundamental customer interactions including Member Services and product sales
• Adhere to branch operations in accordance with standard operating procedures and compliance for:
  • Member Experience
  • Member Services
  • Concierge
  • DMV/MVD
  • Auto Travel
  • Unlicensed Insurance Services
  • Smart Home Security
• Meet individual sales goals using consultative sales techniques to uncover needs, present solutions, and close opportunities
• Promote AAA products and services to achieve individual and branch goals, reinforcing Membership value regardless of location
• Understand and anticipate Member needs, recommending relevant solutions while adapting to each branch environment
• Build cross-functional skills across all fundamental and growth areas to flex between service and sales responsibilities as needed

Requirements

• High School Diploma or GED
• 2-4 years of work experience, with at least 1 year in a sales role (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
• Proficiency with multiple computer systems and applications
• Strong knowledge of all AAA products, services, and operations
• Willingness to travel and flexibility to cover shifts at multiple locations, including Saturdays
• Bonding, fingerprinting, and P&C licensing may be required depending on branch needs

Skills

• Customer Service: Professional and friendly attitude, problem-solving, adaptability to different branch teams and Member bases, agility in modifying communication style
• Sales: Strong sales skills, active listening, adaptable thinking, consultative approach to uncover needs and close sales
• Technical: Proficient with multiple computer systems, ability to quickly adapt to varying system configurations
• Operational Excellence: Ensures process implementation and compliance, maintains efficiencies in end-to-end workflows
• Drive for Results: Focuses on desired outcomes, takes necessary steps to meet deliverables on time
• Communication: Clearly conveys information and ideas to engage audiences effectively
• Teamwork: Develops quality relationships with peers, leaders, and internal partners

Preferred Qualifications

• Demonstrated success working with defined sales standards and goals
• Prior customer service experience
• Bilingual in Spanish

Working Environment

• Works in a variety of branch office environments with extended periods of standing, walking, or sitting at a desk, table, or computer workstation
• Rotational schedule with flexibility to cover shifts at multiple locations, including Saturdays (starting at 8:45-9:15 AM)
• Branch hours: Monday-Friday 9 AM-6 PM, Saturday 9 AM-5 PM (Saturday hours starting in September)
• Primarily an office role with physical requirements including standing, sitting, bending, and lifting up to 15 pounds
• Approximately 50-80% of time spent using a personal computer or video display terminal
• May travel by car, plane, or other transportation for business meetings

Pay

• Competitive hourly base of $23/hr + commission
• Starting rates vary by region, ranging from $23.00 to $26.95 hourly
• Incentive plan includes commissions, with most employees earning between $270 - $3,500 annually, contingent on performance
• For the Modesto Branch (per California Fair Pay Act), the rate is $23/hr + commission