Job: Member Response Analyst

Jobing Description

Description:
- Member Response Analyst (110657)

Job Description

Member Response Analyst(

Job Number:
110657)

USA-CA-SF East Bay and Solano-Walnut Creek

Work Locations
:
Station Landing WC (999G)
3055 Oak Rd
Walnut Creek, 94597

Description

Job Summary:

Responsible for facilitating to resolution the highest level of escalated or sensitive customer complaints. Expected to work with considerable independence and demonstrate a high level of knowledge and understanding of the team's function. Resolves escalated inquiries, complaints and accounts in jeopardy. Subject matter expert in Emergency Roadside Service (ERS) and Membership. Utilizes other contact center complaint handling units to assist in complaint resolution. May serve as a team lead providing direction and training to others.

Essential Functions / Principal Responsibilities:

Collaborate with individuals and teams across the enterprise to respond to member feedback using the established processes and protocols. Proactively build trusting relationships with various groups in the enterprise in order to gain efficiencies in process, and assist in measuring the adoption of the closed loop processes.

Responsible for creating communications on behalf of the company. May also review/edit team communications on an ongoing basis. Communication audience can include: AAA Members, business partners and affiliates

Assimilate and implement recommended improvements to the closed loop process through analysis of complaints, root causes and impacts on the member experience

Create ad hoc reports to meet business needs

Qualifications

Knowledge, Skills and Abilities

Ability to manage challenging customer situations by taking ownership of and managing complaints through to resolution. Applies effective negotiation skills to address and resolve member issues.

Expertise in the tools and applications required to manage complaints in the organization

Exercise sound judgment and impartiality to respond to the needs of the member

Knowledge of AAA's business areas

Analytical skills in order to review facts to summarize a conclusion

Acts independently and demonstrates effective conflict resolution skills

Able to develop recommendations and solutions to solve complex issues

Possesses excellent communication skills in order to address issues with customers, executives and other AAA business partners

Ability to adapt to change, meet the changing demands of the work environment

Analyze the various parts of a problem properly and develop logical solutions

Actively pursue higher learning

Able to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization

Able to speak in small to large groups in order to influence and inform

Recent and applicable experience using Microsoft Office Suite

Collaborates and contributes to overall success of the Member Feedback team

Education, Work Experience, Licenses & Certifications

Bachelor's degree in related area (BA/BS degree in business, statistics, computer science or related discipline) or an equivalent combination of education and experience

8+ years of progressive customer service experience in a high volume environment

Preferred:

Strong telephone, interpersonal and customer skills

Certification(s) and/or licensure(s) in functional area

Decision Making (Proficient)

Customer Centricity (Proficient)

Results Orientation (Proficient)

Communication (Proficient)

Conflict Management (Proficient)

Listening (Expert)

Negotiating (Expert)

Judgment (Proficient)

Job
: Marketing/PR/Advertising

Schedule
: Full-time

Job Type
: Regular

Send this job to a friend
Send this job description to a friend by email. All the relevant details will be included in the message.Send this job to a friend