• Receives calls requesting account information, membership benefits and general information on Club products and services
• Responds to members or other staff on problems with AAA membership, and takes action to investigate and resolve the problems.
• Contacts members via phone to obtain information needed to clarify or complete the membership record.
• Completes maintenance to existing memberships including alpha searching, address and phone number changes, name changes, cancellations, lapses, refunds, etc.
• Responds to all types of membership related processing that comes through the mail or from agents or counselors, including: payments and credit card transactions, interclub applications, deceased transfers, gift membership maintenance, corporate and group memberships, transfers, membership cancellations and changes, PLUS upgrades, etc.
• Handles complaints from members (received via phone or mail); investigates situation, determines appropriate course of action (with manager's approval if situation warrants), and follows through with member on resolution.
• Sells various other AAA products and services. 
• Files applications/drops/correspondence
• Posts accounts receivable as needed
• Sends claim forms as needed
• Handles problem mail
• Assists other Membership Counselors with problems

AAA is an Equal Opportunity Employer

1. Customer Relations and Interpersonal Skills - Understanding and anticipating members' needs and expectations, and striving to meet or exceed those expectations; using good customer relations and interpersonal skills in helping solve members' problems and answer their questions.
2. Active Listening - Listening to, interpreting, understanding, and processing verbal information; probing to ensure all key information is obtained from member.
3. Communication and Telephone Skills - Using proper telephone etiquette and speaking in a clear, understandable manner; tactfully controlling interactions in order to efficiently obtain and give necessary information; clearly explaining directions, policies, benefits, and services that will be provided; preparing written communications and documents. 
4. Decision Making and Problem Solving - Analyzing information, identifying alternatives, and making sound, logical decisions; deviating from standard procedures only when appropriate for delivering excellent member service. 
5. Teamwork and Cooperation - Helping others on the team and being a good team player; building smooth, cooperative working relationships.
6. Dealing with High Call Volume - Dealing effectively with high call volume and time pressure, and with complaints or negative emotions from members;  displaying a positive, caring attitude on each new call.
7. Flexibility and Adaptability - Adapting to change and being flexible in adjusting approach to meet the needs in different situations; rotating among job functions as needed.
8. Administrative Skills - Processing paperwork and entering data to update computer files; organizing information and keeping accurate records.
9. Computer and Technology Skills - Using the computer to enter accurate and complete membership information; carrying on a conversation with member and entering data simultaneously.
10. Promoting AAA Products and Services - Recommending and selling AAA products and services; displaying organizational pride.