Member Experience Associate

Competitive hourly base plus commissions. Starting rates vary by region from $23.00 up to $26.95 hourly. This role is subject to an incentive plan that includes commissions; most employees earn between $270 - $3,500 in incentives annually, contingent on performance.

Why Work For Us?

• Opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• $1 for $1 company 401k match up to 6% of eligible earnings per pay period
• Medical, Dental, Vision, and wellness program benefits
• Paid holidays
• Paid Time Off – Team Members accrue paid time off monthly, with an additional 24 hours per year earmarked for volunteer activities depending on position
• Collaborative environment where your contributions are valued
• 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. This position rotates between branches depending on business needs and is directly accountable for achieving individual sales targets while supporting overall branch success.

Responsibilities

• Perform fundamental customer interactions including Member Services and product sales, with accountability for meeting individual sales goals.
• Demonstrate strong knowledge and proficiency with AAA products and services, adhering 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.
• Apply consultative sales techniques to uncover needs, present solutions, and close opportunities.
• Promote AAA products and services to Members to achieve individual and branch goals, reinforcing the value of Membership regardless of location.
• Understand and anticipate Member needs, identify and recommend relevant solutions, and adapt to each branch environment.
• Ensure process implementation and compliance with standard operating procedures in all assigned branches.

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 to identify unmet Member needs in varied environments.
• Ability to quickly learn and adjust to multiple product lines, services, and systems.
• Proven ability to meet or exceed sales goals in prior roles.
• Flexibility to travel and 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 resolution, ability to adapt to different branch teams and Member bases. Agility in modifying communication style to provide high communication effectiveness and increase the value of Membership with each interaction.
• Sales: Demonstrated ability to uncover needs, present solutions, and close sales while maintaining consistency across locations. Uses strong product knowledge to identify customer-specific needs, generate new sales, and retain existing business.
• 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; engages in daily activities to meet larger goals.
• Drive for Results: Focuses on desired end results and takes steps necessary to meet deliverables on time.
• Communicate Effectively: Clearly conveys information and ideas to individuals or groups in a manner that engages the audience.
• Teamwork: Develops quality relationships with peers, leaders, and internal partners; demonstrates adaptability and willingness to travel.

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 may be required.
• Must be flexible with work shifts and able to travel between locations regularly, including Saturdays.
• Primarily an office job 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 form of transportation to attend business meetings.