Member Experience Associate

American Automobile Association; Fresno (CA); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

401k Matching

Medical, Dental, Vision

Wellness program

Paid Holidays

Paid Time Off

Volunteer time

Free AAA Classic Membership

Product Discounts

Tuition Reimbursement

Job summary

American Automobile Association seeks a Member Experience Associate to deliver outstanding service and value to Members across branches. You will handle Member Services, product sales, and inquiries while meeting individual sales goals and maintaining AAA standards.

You must learn and apply knowledge of AAA products, services, and branch procedures, with flexibility to travel between locations and shifts. Base pay is $23/hr plus commissions, with eligibility for incentive plans.

Qualifications

• Customer Service: professional and friendly attitude, problem-solving, adaptable with branches and member bases.
• Sales: meet or exceed sales goals with consultative skills to uncover needs and close sales.
• Communicate Effectively: clear, engaging communication with members and internal partners.
• Teamwork: build quality relationships with peers, leaders, and internal partners.
• Adaptability: flexible to travel, shifts, and changing branch needs.

Responsibilities

• Performs member interactions and product sales; knowledgeable about AAA products and services.
• Achieve individual sales goals while applying consultative selling techniques.
• Promotes AAA products and services to members to achieve branch goals.
• Understands member needs and adapts solutions to branch environments.
• Travel between branches as needed and manage multiple locations.

Skills

Customer Service

Sales

Communicate Effectively

Teamwork

Adaptability

Education

High School Diploma/GED

2-4 years of work experience (1 year in sales)

Job description

Why Work For Us?Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay periodBenefits – Medical, Dental, Vision, wellness program and more!Paid HolidaysPaid 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 membersFree AAA Classic MembershipAAA Product DiscountsTuition Reimbursement ProgramAdditional Details: Competitive hourly base + commissions.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. In addition to delivering service, the Member Experience Associate are directly accountable for achieving individual sales targets. While their contributions support the overall branch success, they are measured as individual contributors. This position rotates between branches depending on business needs. Member Experience Associates 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.Pay is $23/hr + CommissionBranch Hours; M-F 9am-6pm, S 9am-5pm*Saturday work is rotational***ESSENTIAL FUNCTIONSPerforms 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 ExperienceMember ServicesConciergeDMV/MVDAuto TravelUnlicensed Insurance ServicesSmart Home SecurityResponsibilities 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 be knowledgeable and proficient with AAA products and services, and 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.KNOWLEDGE AND SKILLSCustomer 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.Strives to become cross-functional across all seven fundamental skills and growth skills, building the ability to flex between service and sales responsibilities as branch needs require.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, operations while demonstrating fiduciary accountability.Operational Excellence: Ensures process implementation and compliance with standard operating procedures in all assigned branches, ensures efficiencies on end to end flow to meet objectives; engage in daily activities to meet the larger purpose and goals.Education & Experience / Licenses & CertificationMinimum QualificationsHigh School Diploma/GED2-4 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, to include work in sales, hospitality, insurance, retail, service industries or call centers.Drive 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.Must demonstrate adaptability, willingness to travel, and flexibility to cover shifts at multiple locations.Bonding/fingerprinting and P&C licensing may be required depending on branch needs.Preferred QualificationsDemonstrated success working with defined sales standards and goals, consistently meeting or exceeding targets.Customer Service experience.Bilingual in SpanishSales-Cold Calling is a plusWORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTSWorks 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.Must be available to work in different branch locations, and work on 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. Works in a variety of office environments where standing, walking or sitting at a desk, table or computer workstation for extended periods of time may be required.Approximately 50-80 percent of time spent on the job involves a personal computer.Works in an office environment where standing and walking or sitting at a desk, table or computer workstation for extended periods of time. Must be available to work in different branch locations, and work on Saturday’s. May travel by car, plane or other form of transportation to attend business meetings.Below is per the California Equal Pay act this position pays $23/hr + Commission.-Starting 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. We expect most employees to earn between $270 - $3,500 in incentives annually, contingent on performance.