Member Relations Coordinator - Hybrid - Lexington, KY

Member Relations Associate Coordinator

AAA Club Alliance is seeking a full-time Member Relations Associate Coordinator to support our call center in Lexington, KY.

This position is hybrid. Tuesday, Wednesday & Thursday onsite in our Lexington, KY Hamburg office and Monday and Friday work from home after 90 days of training.

To the qualified candidate, we offer:

• Hourly rate of $15.00/hour + eligibility for annual merit increase
• Comprehensive benefit package
• 2+ weeks of Paid Time Off during the first year
• 401(k) plan with a company match of up to 7%
• 8 paid holidays
• Health & Life Insurance
• All required computer equipment provided to you by AAA
• Tuition Reimbursement and a complimentary AAA Premier Membership + more!

The primary duties of the Member Relations Coordinator are:

• Acts as first contact and takes calls from Members and customers. Responds and resolves routine or less complex issues and feedback received about AAA products and services in a timely and thorough manner.
• Escalates non-routine complaints and issues to the appropriate party.
• Organizes/prioritizes daily workload to ensure adherence to AAA goals and objectives.
• Determines appropriate compensation for routine case resolution.
• Communicates with members through multiple channels, both verbal and written.
• Engages with members to provide an exceptional customer service experience.
• Utilizes emotional intelligence to recognize unique needs of each member and responds accordingly.
• Effectively uses computer systems for tracking purposes, information gathering, documentation and resolution of cases.
• Maintains performance standards as established by the business line.

Minimum Qualifications:

• High School Diploma; Associates degree a plus.
• 1+ years of Customer Service Experience.
• Customer service skills including friendliness, empathy, and strong listening skills. Experience interacting with dissatisfied customers a plus.
• Ability to prioritize work, and handle simultaneous assignments with success and accuracy. Ability to perform multiple tasks in fast paced environment.
• Good problem solving and critical thinking skills.
• Ability to work overtime as needed.

Full time Associates are offered a comprehensive benefits package that includes:

• Medical, Dental, and Vision plan options
• Up to 2 weeks Paid parental leave
• 401k plan with company match up to 7%
• 2+ weeks of PTO within your first year
• Paid company holidays
• Company provided volunteer opportunities + 1 volunteer day per year
• Free AAA Membership
• Continual learning reimbursement up to $5,250 per year
• And MORE! Check out our Benefits Page for more information

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA's policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA's operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

Job Category: Customer Service