Member Relations Coordinator - Hybrid - Lexington, KY

**This position is Hybrid. Tuesday, Wednesday & Thursday onsite in our Lexington, KY Hamburg office and Monday and Friday Work From Home after 90 days of training**

To the qualified candidate, we offer:

• Hourly rate of $15.00/hour + eligibility for annual merit increase

• Comprehensive benefit package

• 2+ weeks of Paid Time Off during the first year

• 401(k) plan with a company match of up to 7%

• 8 paid holidays

• Health & Life Insurance

• All required computer equipment provided to you by AAA

• Tuition Reimbursement and a complimentary AAA Premier Membership + more!

The primary duties of the Member Relations Coordinator are:

• Acts as first contact and takes calls from Members and customers. Responds and resolves routine or less complex issues and feedback received about AAA products and services in a timely and thorough manner.

• Escalates non-routine complaints and issues to the appropriate party.

• Organizes/prioritizes daily workload to ensure adherence to AAA goals and objectives.

• Determines appropriate compensation for routine case resolution.

• Communicates with members through multiple channels, both verbal and written.

• Engages with members to provide an exceptional customer service experience.

• Utilizes emotional intelligence to recognize unique needs of each member and responds accordingly.

• Effectively uses computer systems for tracking purposes, information gathering, documentation and resolution of cases.

• Maintains performance standards as established by the business line.

Minimum Qualifications:

• High School Diploma; Associates degree a plus.

• 1+ years of Customer Service Experience.

• Customer service skills including friendliness, empathy, and strong listening skills.  Experience interacting with dissatisfied customers a plus.

• Ability to prioritize work, and handle simultaneous assignments with success and accuracy. Ability to perform multiple tasks in fast paced environment.

• Good problem solving and critical thinking skills.

• Ability to work overtime as needed.