What are the responsibilities and job description for the Member Experience Coordinator position at AAA Hoosier Motor Club?
Job Details
Description
ABOUT AAA HOOSIER MOTOR CLUB:
Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.
Here's What is in it for YOU:
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Health / Dental / Vision benefits.
- Corporate Incentive Plan (CIP)
- Paid Time Off.
- Paid Holidays.
- Company provided LTD & Life Insurance.
- Retention bonuses.
- Service Anniversary Recognition.
- Free AAA Classic Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars.
Position Summary:
As a Member Experience Coordinator, you will play a crucial role in ensuring the overall data integrity, collection, and maintenance of membership records. Responsible for various tasks, including processing incoming mail, providing internal support, managing Phone Co processing, handling phone queue responsibilities, addressing web-related inquiries, and overseeing membership transfers in and out of Hoosier Territory through MITA.
Duties and Responsibilities:
1. Processing Incoming Mail:
- Manage Direct Mail Responses efficiently.
- Manage Address Changes, Undeliverable, and Returned Mail.
- Handle Member Correspondence effectively.
2. Internal Support:
- Answer procedural questions from branch staff.
- Provide technical support for Connect Suite.
- Respond to inquiries via memberrecords@aaahoosier.com.
3. Phone Queue:
- Inbound Queue: Process new member joins.
- Manage billing inquiries and change requests with accuracy and professionalism.
- Process Cancellation Requests, ensuring a thorough understanding of member concerns and focusing on retention.
4. Outbound Queue: Member outreach.
- Support existing Member Retention efforts.
5. Web:
- Respond to Contact Us requests and engage in Chat via AAA.com.
- Address Changes, Duplicate Card Requests, and Account Login assistance.
6. MITA (Membership Information Transfer Application):
- Manage membership transfers in and out of Hoosier Territory.
7. Perform other duties as requested by management.
Qualifications
Physical Effort:
- Typically sitting at a desk or table.
- Intermittently sitting, standing, and stopping.
- Occasional lifting of up to 25 lbs.
Education and/or Experience Requirements:
High school diploma or general education degree (GED); plus, one year of inside sales, data management, or customer service experience is preferred.
Facebook:
www.facebook.com/aaahoosier
Company Website:
www.hoosier.aaa.com
