Member Experience Associate - Sales/MVD/Insurance

Job ID and other metadata omitted for brevity.

Why Work For Us

• 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

About the Role

The Member Experience Associate (MEA) 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.

MEAs 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 an on-site role, working full time at our new Las Vegas-Blue Diamond Branch location, including Saturdays.

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
  • 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 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.

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.
• 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, and operations while demonstrating fiduciary accountability.
• 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; engages in daily activities to meet the larger purpose and goals.

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
• 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. Must demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations
• Current and 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
• Customer Service experience
• Outbound sales experience
• Nevada Personal Lines License or P&C License
• DMV experience
• Certified Notary

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. This is primarily an office job.

• Physical requirements include standing, sitting, bending, and lifting (up to 15 pounds)
• Approximately 98% of time is spent using a video display terminal
• Approximately 50-80 percent of time spent on the job involves a personal computer
• Must be available to work in different branch locations and on Saturdays
• May travel by car, plane, or other form of transportation to attend business meetings