Member Relations Coordinator - Hybrid - Lexington, KY

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.

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.