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Member Care Specialist - GIG Car Share

Company: AAA Northern California, Nevada & Utah/ A3Ventures
Location: Clearfield
Posted on: October 18, 2020

Job Description:

We 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.At AAA we come to work to dream, design and define how we will live and move into the future. We exist to harness these forces for the benefit of Members and future generations, humanizing disruptive change for the betterment of the communities we serve. Were looking for bright, passionate, and collaborative people to join our tight-knit team as we innovate in the spirit of service.Why Work For Us?

  • Impact. Lead the charge in mobility as a service movement and enable peoples lives to improve through the sharing economy. Leverage the best of an established 115 year-old not for profit combined with start-up speed and agility to create real and meaningful impact.
  • Recognition. We offer a competitive total compensation package including base salary, annual performance bonuses, benefits, and 401(k) Company match with additional discretionary contribution potential.
  • Lifestyle. We do honorable work, and we practice our values: humility, integrity, teamwork, and service. Youll have the security of a larger organization but youll move at startup speed.SummaryThe Member Care Specialist is responsible for supporting and resolving all issues and concerns to our AAA Mobility Members with exemplary customer service and professionalism. The key responsibilities are responding to Member questions and inquiries via phone, email, and other communication methods to maintains a high level of member satisfaction levels, research and resolve complex and sensitive Member issues in order to ensure timely complaint resolution, and to provides reporting and other data as needed by supervisor and department.Essential Functions
    • Deliver extraordinary customer service to Members using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources
    • Resolve, where possible, Roadside Assistance complaints with Members
    • Handle escalated incidents and notify appropriate management as necessary
    • Identify and recommend procedures to improve department efficiency
    • Provide individual guidance to new associates; act in the capacity of a subject matter expert and serve as a resource to other telephone associates.
    • May substitute for team leader as neededKnowledge/Skills/Abilities
      • Customer Service - Front-line customer contact with sales. Involves effective listening, attentiveness, patience, persuasive speaking and communication skills. (Intermediate)
      • Project Management - Develop project schedules, defines project objectives, sets goals and determines measures to track progress. (Entry)
      • Reporting - Ability to see, understand and act upon data with the goal to enable end-users to see data so that they can analyze it and make it understandable through analysis. Reporting deals with data, while analysis is what turns the data into information. (Intermediate)
      • Problem-solving - Identifies problems, lists the possible solutions, evaluates options, and selects options to find solutions to problems. Designs solutions. (Intermediate)
      • Data Entry - Proficient typing skills. Computer skills and a knowledge of relevant software packages. Basic literacy and numeracy skills. (Intermediate)
      • Computer Skills - Proficiency with MS Office applications (Word, Excel, PowerPoint, Outlook). (Intermediate)Education & Experience/Licenses & Certification
        • High School Diploma or GED (Required)
        • 3-years in a Member service related field (Required)
        • Bilingual Communication Skills (Preferred)
        • Experience reading maps and navigating directions (Preferred)
        • Proven ability to develop rapport via phone interactions (Preferred)#GIG

Keywords: AAA Northern California, Nevada & Utah/ A3Ventures, Salt Lake City , Member Care Specialist - GIG Car Share, Other , Clearfield, Utah

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