Member Experience Generalist

AAA Mountain West Group; San Ramon (CA); On-site; USD 43,000 - 51,000; Full time

Benefits offered by this job

Great pay and incentive plans

401k matching up to 6%

Medical, Dental, Vision benefits

Paid holidays

Paid time off – volunteering time

Collaborative environment

Free AAA Classic Membership

AAA product discounts

Tuition reimbursement

Job summary

AAA Mountain West Group is seeking a Member Experience Generalist (MEG) for our San Ramon, CA branches. This on-site, full-time role focuses on delivering Legendary Member experiences while supporting sales and service excellence across multiple locations.

You will model best practices in member interactions, cross-selling, and cross-functional operations, serving as a mentor to teammates and a trusted advisor to branch leadership. Weekend hours are required.

Qualifications

• 4 years of sales or service experience in a branch or member-facing environment.
• 2-4 years of supervisory experience.
• Experience mentoring or coaching peers is highly desirable.
• Demonstrated success in meeting or exceeding sales goals (e.g., membership, Smart Home, credit card applications).

Responsibilities

• Champions and exhibits AAA’s guiding principles and core values across multiple branch environments.
• Provides empathetic, reliable, and timely assistance to Team Members and Members, adapting service approaches to each branch.
• Routinely leverages resources across branches to provide solutions to complex situations.
• Coordinates workflow and resources in an organized manner across multiple locations.
• Supports Managers and Assistant Branch Managers in providing consistent communication and messaging in all assigned branches.
• Mentor and support Member Experience Associates (MEAs) by sharing knowledge, demonstrating effective practices, and encouraging skill development.
• Encourage team morale and engagement through positive reinforcement and peer cheerleading.
• Demonstrate cross-functional expertise by effectively performing and modeling multiple branch skill blocks (e.g., DMV, concierge, insurance servicing, Smart Home Security, membership sales).
• Act as the eyes and ears of branch leadership, escalating observed concerns to managers.
• Supports recruiting, training, onboarding, and scheduling of Branch Team Members, as needed in each location.
• Pulls and distributes sales reports for tracking and performance measurement across branches.
• Accountable for achieving individual sales targets while also supporting the branch in meeting overall core sales goals across all product lines.
• Ensures compliance with AAA policies, procedures, standards, and regulations.
• Serves as steward of branch resources, including temporarily assuming office administrative and operational duties in the absence of a Manager or Team Lead.
• Provides feedback to leadership to support process improvements that enhance branch operations.

Skills

Leadership

Data-driven decisions

Cross-functional collaboration

Project management

Change management

Insurance and sales knowledge

Google Apps Suite

Sales and service skills

Interpersonal communication

Tools

Google Apps Suite

Job description

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. 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

Additional Details: Competitive hourly base + commissions

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At AAA, our branches are where we make good on our promises to our Members & Team Members. The Member Experience Generalist (MEG) is a pre-leadership role designed to set the standard for service and sales excellence across multiple branch locations. The Member Experience Generalist act as role model and mentors peers, demonstrating best practices in member interactions, cross-selling, and operational consistency. They encourage collaboration, and support branch culture by reinforcing AAA’s values. This role is expected to be cross-functional, mastering multiple skill blocks (e.g., DMV, concierge, insurance servicing, Smart Home, membership sales) and adapting to different branch environments. In addition, this role serve as the eyes and ears for leadership, surfacing observations and concerns to managers for action, including branch operations, individual Team Member development, and the execution of sales and marketing strategy. While not a management role, MEGs serve as the eyes and ears for leadership, surfacing observations and concerns to managers for action, including branch operations, individual Team Member development, and the execution of sales and marketing strategy. The MEG serves as a trusted subject matter expert, ensuring delivery of Legendary Member experiences wherever support is most needed.

*This is an on-site role, working full time in San Ramon and includes Saturday work.*

ESSENTIAL FUNCTIONS

• Champions and exhibits AAA’s guiding principles and core values across multiple branch environments.

• Provides empathetic, reliable, and timely assistance to Team Members and Members, adapting service approaches to each branch.

• Routinely leverages resources across branches to provide solutions to complex situations.

• Coordinates workflow and resources in an organized manner across multiple locations.

• Supports Managers and Assistant Branch Managers in providing consistent communication and messaging in all assigned branches.

  • Model Legendary Member service and value-based sales behaviors (membership, Smart Home, cross-business leads, credit card applications).
  • Mentor and support Member Experience Associates (MEAs) by sharing knowledge, demonstrating effective practices, and encouraging skill development.
  • Encourage team morale and engagement through positive reinforcement and peer cheerleading.
  • Demonstrate cross-functional expertise by effectively performing and modeling multiple branch skill blocks (e.g., DMV, concierge, insurance servicing, Smart Home Security, membership sales) to ensure seamless service and set the standard for MEAs.
  • Act as the eyes and ears of branch leadership, escalating observed concerns (performance, compliance, morale, or process gaps) to managers.

• Supports recruiting, training, onboarding, and scheduling of Branch Team Members, as needed in each location.

• Pulls and distributes sales reports for tracking and performance measurement across branches.

• Accountable for achieving individual sales targets while also supporting the branch in meeting overall core sales goals across all product lines (e.g., membership, insurance, Smart Home Security, financial services), with flexibility to adapt as priorities evolve.

• Ensures compliance with AAA policies, procedures, standards, and regulations regardless of assignment.

• Serves as steward of branch resources, including temporarily assuming office administrative and operational duties in the absence of a Manager or Team Lead.

• Provides feedback to leadership to support process improvements that enhance branch operations.

KNOWLEDGE AND SKILLS

• Demonstrated track record of successful business decision making, planning, and problem solving
• Highly developed leadership skills, quantitative and analytical skills with a proven ability to make data-driven decisions
• Ability to work cross-functionally across many business units and functions
• Excellent planning and project management skills
• Strong change management skills and the ability to operate in an environment of ambiguity
• Broad, cross-functional knowledge of Property & Casualty insurance, membership sales and service, DMV, concierge, Smart Home Security, and overall branch operations, with the ability to model and mentor in these areas
• Outstanding sales and Member service skills and the ability to transfer these skills to others
• Strong computer skills, including proficiency with the Google Apps Suite (Sheets, Docs, Drive, Slides)
• • Advanced sales and service skills with the ability to transfer knowledge and mentor peers.
  • Strong interpersonal and communication skills to encourage, coach, and role model without formal authority.
  • Keen observation skills with the judgment to know when and how to elevate concerns to management.

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Qualifications
  • 4 years of sales or service experience in a branch or member-facing environment, demonstrating cross-functional expertise and consistent top performance.
  • 2-4 years of supervisory experience
  • Experience serving as a peer mentor, role model, or informal team lead preferred
  • Demonstrated success in meeting or exceeding sales goals (e.g., membership, Smart Home, credit card applications).
• Preferred Qualifications
  • Bonding/fingerprinting and P&C license.
  • Experience mentoring or coaching peers is highly desirable.

WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS

• 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, including Saturdays.
• Approximately 50–80% of time is spent using a personal computer.
• Must be available to work in different branch locations.
• This is primarily an office job. Physical requirements include standing, sitting, bending and lifting (up to 15 pounds).

Starting rates vary by region. Ranges start from $31.00 up to $36.90 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.