Member Relations Specialist - Lake Mary, United States - AAA National Office

Description

Summary

Monitors AAA National Office channels, review posts, and discerns what type of action, if any, is necessary, disseminates feedback to the appropriate parties, and follows through on issues to ensure resolution.

Facilitates resolution of cases received at the National Office (including Executive Office) and works closely with respective business lines to ensure that cases are responded to in a timely and professional manner.

Demonstrates ownership, persistence, and creativity to ensure that the ultimate resolution of each case restores Member loyalty. Acts as a case manager to effectively coordinate the resolution of issues between all parties involved. Negotiates with Clubs and third-party entities to provide a fair resolution. Acts as liaison to the National Office in communication with clubs, members/non-members, and AAA affiliates.


Duties & Responsibilities

• Manage cases received from a wide variety of channels. Review, research and analyze complaints and inquiries to determine the appropriate actions. Drive the response across & between all related parties.
• Respond in a timely fashion to all parties with a clear path forward and a comprehensive plan to resolve the issue. Manage cases to a full resolution in a manner that restores Member loyalty.
• Review, negotiate, process, and document all requests for compensation. Execute requests for reimbursement from thirdparty affiliates within the compliance of AAA contracts.
• Document all pertinent information in the department CRM system to allow for accurate reporting up to and including root cause analysis.
• Conduct all interactions in a professional, expedient, and helpful manner, utilizing good judgment and decisionmaking skills.

Requirements, Competencies, and Certifications

• Encourages and supports the success of others.
• Demonstrates an awareness of strengths, limits, and areas to improve.
• Openly shares and solicits ideas through dialogue; is clear about intentions.
• Uses time effectively; anticipates obstacles, adjusts priorities as needs change, and keeps others informed of progress.
• Excellent interpersonal skills, be selfmotivated, and be adaptable in a fastpaced, dynamic, deadlinedriven environment
• Possess or quickly obtain comprehensive knowledge of Association products and services across all business lines.
• Strong leadership and professional interpersonal skills
• Ability to reason and negotiate fair and impartial settlements
• Positive attitude and energy that contribute to a highperformance work environment
• Excellent written and oral skills, as well as, excellent customer service skills
• Strong time management skills with attention to detail and deadlines
• Aligned with our commitment to inclusion across race, gender, age, religion, identity, and experience a value that drives AAA forward every day.

Minimum Education & Experience

• Associates degree with 2 years of related experience or;
• High School Diploma with 5 years of related experience
• Call center and/or program management experience is preferred

Hourly Range:
$21-23/hr


Experience:
Preferred

• Escalations
• Program Management
• 2 year(s): Call Center

Education:
Required

• High School or better

Preferred

• Associates or better