Member Experience Coordinator
Member Experience Coordinator
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Job Description
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 400000 members across Indiana. It also operates a fullservice 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.
Heres 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.
- Paid Time Off.
- Paid Holidays.
- Company provided LTD & Life Insurance.
- Service Anniversary Recognition.
- Free AAA PlusMembership.
- 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 webrelated 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 .
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.
- 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:
Company Website:
Required Experience:
IC
Employment Type
Unclear
