Member Relations Specialist Hybrid)
About the position The Member Relations Specialist monitors AAA National Office social media channels, discerning necessary actions for posts, and providing feedback to relevant parties, ensuring issue resolution. This position manages complaint cases from various channels, analyzes complaints, responds timely with clear resolution plans, documents information, and maintains professional, efficient interactions while upholding AAA, Inc. standards. The Specialist coordinates issue resolution, negotiates fair solutions with Clubs and third parties, and serves as a liaison to the National Office while collaborating closely with business lines.
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 and 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 full resolution in a manner that restores Member loyalty.
- Review, negotiate, process, and document all requests for compensation.
- Execute requests for reimbursement from third-party 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 decision-making skills.
- Performs all duties assigned by the supervisor.
Requirements
- Strong written and oral communication.
- Excellent interpersonal skills, self-motivated, and adaptable in a fast-paced, dynamic, deadline-driven environment.
- Possess or quickly obtain comprehensive knowledge of Association products and services across all business lines.
- Strong leadership and professional skills.
- Ability to reason and negotiate fair and impartial settlements.
- Positive attitude and energy contribute to a high-performance work environment.
- Ability to work independently and apply judgment in ambiguous situations.
- Proficient knowledge in standard MS Office applications and CRM.
- Excellent customer service and organizational skills.
- Strong time management skills with attention to detail and deadlines.
- Proficient knowledge in standard MS Office applications and MS Dynamics CRM.
Nice-to-haves
- Call center or program management experience is preferred.
Benefits
- Participation in AAA, Inc.'s Annual Incentive Plan.