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**

• 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.