Member Services Representative I

The Member Services Representative role is dedicated to ensuring AAA members receive a totally satisfied experience in all aspects pertaining to their emergency roadside and membership needs. Their role interacts with members through contact center channels while ensuring an excellent experience and driving membership sales growth. The ideal candidate has the ability to show empathy and patience and attention to detail while providing service to our members.

AAA Minneapolis' Emergency Roadside Service is open 365 days per year from 7am – 11pm. Employees may be required to work holidays. Full time employees who are scheduled to work on holiday will receive time and a half pay AND holiday pay.

Hours: Friday – Monday 7am – 5:30pm

Option to work remotely after initial 2-3 weeks of training

Full Time + Benefits

DUTIES AND RESPONSIBILITIES:

• Supports members through contact center channels while upholding all department and AAA Minneapolis standards.
• Responds to telephone inquiries from members and the general public regarding all member related services, including Emergency Roadside Service requests, membership records inquiries, and general AAA Minneapolis information.

• Assists with membership related questions and transactions focusing on increasing member retention and enrollment of new members
• Provides accurate information and solutions to drive customer satisfaction and loyalty.
• Meets or exceeds daily and monthly performance goals, including but not limited to, telephone metrics, sales goals, and customer satisfaction scores
• Recommends membership solutions that best meet current member and future member needs
• Consistently demonstrates reliability by maintaining regular attendance, adhering to scheduled shifts, promptly communicates any changes in availability, and completes assigned tasks in a timely, accurate, and professional manner
• Ensure compliance with company and membership policies and procedures

• Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality
• Actively participates in regular coaching and applies feedback to improve performance

• Performs other related duties as assigned by management

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• High School diploma or equivalent
• Minimum one year of call center or customer service experience required (call center preferred)

OTHER REQUIREMENTS:

• Proficiency with Microsoft Suite, including Microsoft Outlook and Teams
• Strong verbal and written communication skills
• Ability to identify and resolve problems in a timely manner
• Proficient in use of internet and web-based technologies
• Ability to navigate multiple applications while speaking with customers

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Heavy use of an office computer for completing work
• May occasionally be required to stand
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and/or move more than 5 pounds