Member Relations Coordinator - Hybrid - Lexington, KY

AAA Club Alliance; Lexington (VA); Hybrid; USD 17,000 - 24,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Tuition reimbursement

AAA Premier Membership

2+ weeks PTO first year

Company 401(k) match up to 7%

Paid holidays

Job summary

AAA Club Alliance seeks a full-time Member Relations Associate Coordinator to support our call center in Lexington, KY. The role is hybrid, with on-site Tue–Thu in Lexington and work-from-home Mon and Fri after training.

The position offers an hourly rate of $15.00, benefits, PTO, and a 401(k) with company match up to 7%. The primary duties include handling member calls, resolving routine issues, prioritizing workloads, and delivering exceptional customer service through multiple channels.

Qualifications

• High School Diploma; Associate degree preferred.
• 1+ years of customer service experience.
• Strong communication, empathy, and listening skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Answers calls from Members and customers and resolves routine issues.
• Escalates non-routine complaints to the appropriate party.
• Organizes daily workload to meet goals and objectives.
• Communicates with members through multiple channels, verbal and written.
• Uses computer systems to track, document, and resolve cases.

Skills

Customer service

Empathy

Active listening

Problem solving

Multitasking

Time management

Education

High School Diploma

Associate degree

Job description

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.

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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