Part-Time Member Success Associate - DMV

Member Success Associate, DMV

AAA Mountain West Group is currently recruiting for two Member Success Associate, DMV. This role is responsible for ensuring members are aware of and can fully utilize our valuable DMV services.

**This is a part-time role. You will not be eligible for benefits***

This is an in-office position

Schedule 1: Monday, Friday and Saturday 9am-6pm (24 hours/week)

Schedule 2: Monday through Friday, 10:00am-2:45pm (23.75 hours/week)

We target between the minimum and midpoint of the compensation range: $30.71/hr-$38.39 (see below).

Responsibilities / Job Duties

• Makes contact with, and receives calls from Members and Team Members who have questions about DMV services, and other in-branch services and products.
• Follows established protocols, processes and standard operating procedures to meet defined goals by answering calls within certain timeframes, provide accurate and timely information to members, update records, complete call disposition reporting and analytics.
• Enhance member satisfaction and loyalty through personalized service that is solution-oriented.
• Identifies process improvement opportunities, proposes solutions, and implements best practices.
• Provides support of Branch Operations managed services, tools and projects such as; Concierge, ConnectSuite, DMVA, Passport Systems, IDP's, Attraction Tickets, Referral Rewards, State and Notary Certifications, training aides, AAA Credit Card, Smart Home, and other programs, services and additional tools/systems as assigned.
• Performs basic data collection from Member and Team Member interactions, and prepares reports and proposals for continuous improvement. Collects and enters data into various source and reporting systems as necessary and required. Prepares reporting and presents findings, trends and correlations of information collected to management.

Knowledge And Skills

• Excellent verbal and written communication skills in the required language(s) tailored to business needs
• Superior listening, customer service, and follow-up skills to build strong relationships and exceed member expectations
• Expert knowledge of DMV Services, regulations and processes
• Strong understanding of AAA products, services, and systems
• Ability to multitask and thrive in a fast-paced work environment
• Openness to feedback and willingness to adjust approach as needed
• Ability to quickly learn new and multi-state DMV/MVD programs and services
• Bilingual communication skills are a plus, but not required

Education, Competencies, Certifications/Licenses

• Minimum Requirements:
  • High school diploma or GED plus 1-2 years experience in sales, retention and customer service with an emphasis on servicing AAA Members in Branch locations, MSC, ERS or ARC.
  • Must be able to be DMV/MVD certified and meet state requirements, and other licensing requirements as necessary.
• Preferred Requirements:
  • Bilingual

Below is per the Pay Equity Enforcement Act. We target between the minimum and midpoint of the range: $30.71/hr-$38.39.

We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $63,882.00 - Mid: $79,852.00- Max: $95,823.00