Member Care Specialist - Identity Champion

Company: American Automobile Association
Location: Clearfield
Posted on: April 10, 2021

Job Description:

Member Care Specialist - Identity Champion 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 A3 Labs 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. We're 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 people's 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. You'll have the security of a larger organization but you'll move at startup speed. Summary The Member Care Specialist is responsible for supporting and resolving all issues and concerns to our AAA Identity Champion 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, Identity Champion complaints with Members Handle escalated incidents and notify appropriate management as necessary Follow up as appropriate to close incidents that were not able to be resolved immediately Pass incidents to Tier 2 support 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 needed Knowledge/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) 1-2 years of experience in a Member service related field (Required) Proven ability to develop rapport via phone interactions (Preferred) Innovation. It's what motivates and drives our 4,200 Team Members as the key to enhance Member value, employee satisfaction, and our future success. We have a 117-year history of service, creating Members for life. We generate $4 Billion in annual sales and serve nearly 6 million Members across 7 states. A3 is our Innovation Lab, where we have launched GIG Car Share, GoMentum Station, AAA CarConnect, AAA House Manager, and the first Autonomous Shuttle. If innovation and purpose are what you're looking for, journey forward with us. Suggested Jobs Member Care Specialist - AAA House Manager

Keywords: American Automobile Association, Salt Lake City , Member Care Specialist - Identity Champion, Other , Clearfield, Utah