AAA · 1 day ago
Member Experience Generalist
Monterey, CA
Full-time
Onsite
Mid, Senior Level
$30.21/hr - $35.96/hr
4+ years expAAA Mountain West Group is dedicated to providing exceptional service to its members, and they are seeking a Member Experience Generalist to set the standard for service and sales excellence across multiple branch locations. This role involves mentoring peers, supporting branch culture, and ensuring the delivery of legendary member experiences while managing cross-functional responsibilities.
Business DevelopmentFinanceFinancial ServicesLeisureNon ProfitService IndustryTransportationTravel
Responsibilities
Champions and exhibits AAA’s guiding principles and core values across multiple branch environments
Provides empathetic, reliable, and timely assistance to Team Members and Members, adapting service approaches to each branch
Routinely leverages resources across branches to provide solutions to complex situations
Coordinates workflow and resources in an organized manner across multiple locations
Supports Managers and Assistant Branch Managers in providing consistent communication and messaging in all assigned branches
Model Legendary Member service and value-based sales behaviors (membership, Smart Home, cross-business leads, credit card applications)
Mentor and support Member Experience Associates (MEAs) by sharing knowledge, demonstrating effective practices, and encouraging skill development
Encourage team morale and engagement through positive reinforcement and peer cheerleading
Demonstrate cross-functional expertise by effectively performing and modeling multiple branch skill blocks (e.g., DMV, concierge, insurance servicing, Smart Home Security, membership sales) to ensure seamless service and set the standard for MEAs
Act as the eyes and ears of branch leadership, escalating observed concerns (performance, compliance, morale, or process gaps) to managers
Supports recruiting, training, onboarding, and scheduling of Branch Team Members, as needed in each location
Pulls and distributes sales reports for tracking and performance measurement across branches
Accountable for achieving individual sales targets while also supporting the branch in meeting overall core sales goals across all product lines (e.g., membership, insurance, Smart Home Security, financial services), with flexibility to adapt as priorities evolve
Ensures compliance with AAA policies, procedures, standards, and regulations regardless of assignment
Serves as steward of branch resources, including temporarily assuming office administrative and operational duties in the absence of a Manager or Team Lead
Provides feedback to leadership to support process improvements that enhance branch operations
Qualification
Required
4 years of sales or service experience in a branch or member-facing environment, demonstrating cross-functional expertise and consistent top performance
2-4 years of supervisory experience
Current & valid Driver's License required
Demonstrated success in meeting or exceeding sales goals (e.g., membership, Smart Home, credit card applications)
Demonstrated track record of successful business decision making, planning, and problem solving
Highly developed leadership skills, quantitative and analytical skills with a proven ability to make data-driven decisions
Ability to work cross-functionally across many business units and functions
Excellent planning and project management skills
Strong change management skills and the ability to operate in an environment of ambiguity
Broad, cross-functional knowledge of Property & Casualty insurance, membership sales and service, DMV, concierge, Smart Home Security, and overall branch operations, with the ability to model and mentor in these areas
Outstanding sales and Member service skills and the ability to transfer these skills to others
Strong computer skills, including proficiency with the Google Apps Suite (Sheets, Docs, Drive, Slides)
Advanced sales and service skills with the ability to transfer knowledge and mentor peers
Strong interpersonal and communication skills to encourage, coach, and role model without formal authority
Keen observation skills with the judgment to know when and how to escalate concerns to management
Preferred
Experience serving as a peer mentor, role model, or informal team lead preferred
Bonding/fingerprinting and P&C license
Experience mentoring or coaching peers is highly desirable
Benefits
401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
Benefits – Medical, Dental, Vision, wellness program and more!
Paid Holidays
Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
Free AAA Classic Membership
AAA Product Discounts
Tuition Reimbursement Program
Company
AAA
Our mission is to Save Lives, Create Member Value and Deliver Exceptional Experiences. Proudly serving 65+ million Members.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Adam Primi, SHRM-SCP
Sr. Compensation Partner
Jianna Conway
Partnership Marketing Manager
Recent News
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