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Member Relations Coordinator
AAA Mid-Atlantic Inc
Lexington, KY, United States
Job Details - this job has expired, please see similar jobs below
Do you have…
• A commitment to providing exceptional service?
• Professional expertise and a passion for what you do?
• A high level of integrity?
• An ability to work independently and collaboratively as a team member?
• Creative thinking and problem-solving skills?
• Dedication to developing your own skills and knowledge?
Our most successful associates demonstrate these qualities every day.
The primary duties of the Member Relations Coordinator are:
• Properly answers and accurately processes telephone calls from members regarding Emergency Road Service questions and complaints, while demonstrating a pleasant and professional telephone manner. Takes action, as necessary, to respond to a member’s emotional state (e.g., calming down someone who is angry, providing reassurance to someone who is fearful), in addition to performing the technical aspects of the situation (e.g., gathering detailed information, accurate typing, etc.).
• Delivers extraordinary customer service to AAA members and RAP customers by accurately answering questions, interpreting club policy, and bringing an equitable resolution to members’ complaints. Accurately documents members’ concerns in CTS (Comment Tracking System) and works closely with the Field Services Department to investigate and resolve member complaints, within established departmental standards, including, but not limited to, service delays, service driver demeanor, service charges, mechanical repairs and vehicle damage.
• Analyzes member reimbursement requests to make cost effective decisions contributing to the control of Emergency Road Service expenses, while at the same time ensuring member satisfaction. Ability to compose and format a professional business letter to a member or other AAA Club. Utilizing D/2000, CTS and CPMS, investigate and process member’s request for ERS reimbursement.
Minimum Qualifications:
• High School Diploma or equivalent.
• Three to six years of experience in a customer contact role, with demonstrated ability to handle sensitive matters in a professional manner.
• Basic PC keyboarding skills and familiarity with Windows environment. Knowledge of Microsoft Word preferred.
• Ability to work overtime as necessitated by weather/business conditions, and to work holidays as appropriate.
To the qualified candidate, we offer:
• A competitive hourly rate of $13.00/hour, paid biweekly.
• Position is eligible for the Annual Corporate Bonus Plan
• Comprehensive benefit package including Paid Time Off during the first year, 401(k) plan with a company match, Medical, Dental, Prescription, and Vision Coverage, Tuition Reimbursement, Life Insurance, and Flexible Spending Accounts to highlight a few of the offerings.
Applicants have rights under Federal Employment Laws:
The Equal Employment Opportunity (EEO)
The Employee Polygraph Protection Act (EPPA)
The Family and Medical Leave Act (FMLA)