Customer experience

JOB DESCRIPTIONWe call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do.We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.Why Work For Us?• Great Pay - 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 with an additional 24 hours per year 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 ProgramAdditional Details : Competitive hourly base commissionsSummaryAt AAA, our Team Members strive to deliver amazing service and help our Members outsmart lifes roadblocks. We believe everything you do outside of work adds to who you are at work.We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.Member Experience Associates must have strong customer service orientation, possess active listening skills to identify unmet Member needs and have the ability to become an expert on multiple product lines, services and learn how to use custom software applications.This is a full-time, onsite position at AAA San Jose Capitol Expressway. This Team Member will work 5 days a week including ALL SATURDAYS.Responsibilities include insurance servicing / underwriting, DMV services and AAA Smart Home sales.Essential FunctionsPerforms fundamental customer interactions that include member services and product sales; Must be knowledgeable and proficient with AAA products and services, and adhere to branch operations in accordance to standard operating procedures and compliance including, but not limited to :Member ExperienceMember ServicesConciergeAuto TravelLicensed Insurance ServicesSmart Home SecurityResponsibilities may include all seven fundamental skills as well as growth skills, dependent on branch need.Promote AAA products and services to Members to achieve individual and branch goals and reinforce the value of AAA Membership.Understand and anticipate Member needs, identify and recommend relevant solutions from AAA to satisfy unmet needs.Knowledge / Skills / AbilitiesCustomer Service : Demonstrates professional and friendly attitude, provides problem solving resolution; Agility in modifying communication style to provide high communication effectiveness;Increases value of Membership with each interaction.Sales : Active listener, critical and adaptable thinker, strong communicator, insightful emotional intelligenceTechnical : Must be proficient with multiple computer systems and applications. Strong knowledge of all AAA products, services, and operations and must demonstrate fiduciary accountability.Operational Excellence : Ability and aptitude to ensure process implementation and standard operating procedures, implementation of efficiencies to ensure end to end flow meet objectives;engage in daily activities to meet larger purpose and goals.Education & Experience / Licenses & CertificationMinimum QualificationsHigh School Diploma / GED1-3 years of work experience with a preference for sales or customer service-focused positions including work in sales, hospitality, insurance, retail, service industry, call centers, or fast paced office environmentsDrive for Results - Focuses on desired end results; takes steps necessary to meet deliverables in on time; Continues to move forward toward goal achievementCommunicate 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 - Develop quality relationships with peers, leaders and internal partners; while supporting communal focus and collaboration of Members FirstP&C or Personal Lines insurance license holder REQUIREDPreferred QualificationsExperience working with sales and service standards and goals or thresholdsBilingual Vietnamese skills a plus!Work Environment / Physical RequirementsThis is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds). Approximately 98% of time is spend using a video display terminal.Works in a variety of office environments where standing, walking or sitting at a desk, table or computer workstation for extending periods of time may be required.Approximately 50-80 percent of time spent on the job involves of a personal computer.May travel by car, plane or other form of transportation to attend business meetings or conferences.May be required to work in one or more locations in a defined service area.Must be flexible with work shifts. Must be able to work Saturdays.LI-ML1Starting rates vary by region. Ranges start from $23.00 up to $26.95 hourly. This role is subject to an incentive plan that includes commissions and / or piece rate bonuses.We expect most employees to earn between $270 - $3,500 annually in incentives, contingent on performance.Last updated : 2024-08-02