Member Services Trainer

AAA Minneapolis is a part of one of the largest membership organizations in the country, and offers so much more than our legendary roadside service. We are a not-for-profit organization that serves Hennepin County and is made up of local Minnesotans who love our community as much as you do. Our products and services span some of the top industries, including travel, financial services, insurance, technology, traffic safety and, of course, automotive. This gives our employees the rare opportunity to be exposed to a variety of fields along with the ability to advance.  AAA offers a flexible, supportive, collaborative work environment that prioritizes a healthy work-life balance and is inclusive of diverse backgrounds, beliefs and experiences. AAA Travel is also honored to be recognized, through a large-scale independent survey, by Newsweek Magazine as one of America’s Greatest Workplaces 2023!

SUMMARY: The Member Services Trainer is responsible for the training and continuing education of all new and current Member Services employees both on-site and virtually; also responsible for working with Member Services employees through call monitoring, side-by-sides, and observations to provide feedback and reinforce standard practices and policies.  

DUTIES 

• Develops and delivers training to new hires and existing employees with a focus on departmental policies and guidelines to facilitate total member satisfaction.
• Continuously evaluate departmental training needs/gaps, measuring the effectiveness of training and performance
• Instills a friendly, positive attitude in Member Services employees, developing and promoting effective customer service skills and phone etiquette
• Instructs/counsels employees in the use of computer software, web-based programs and phone systems
• Organizes and oversees continuing education for employees including testing to ensure compliance 
• Documents and reports to management perceived/realized problems with service or individual performance, analyzes potential solutions, works with department management to implement solutions through proper training 
• Performs frequent call monitoring of new employees to identify potential customer service issues and ensure that employees are adhering to department policy and procedure. 
• Monitors employees to follow up on issues, errors, and complaints
• Serves as a “resource” for Member Services employees for questions regarding company policy or member relations; Assists team members and Supervisors
• Serves as backup to Communication Center and Dispatch to alleviate call hold times and/or Dispatch overflow.
• Maintains proper training records on employees
• Performs tasks of a varying nature to meet changing workload requirements and respond to various management directives

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

• High school diploma or general education degree (GED)
• Bachelor’s degree in Education, Business, Human Resources or equivalent work experience
• 1 years of training, coaching, or mentoring employees within a call center environment
• 1 year of call center experience 
• Experience in instructional design 
• Intermediate to advanced skill level in Microsoft Office suite including Excel, Word and PowerPoint

OTHER REQUIREMENTS 

• Ability to develop and implement classroom course work 
• Strong communication skills with the ability to work with a variety of backgrounds, skill levels and personalities
• Strong organizational skills and attention to detail
• Understands how to develop training tools including on-line/remote options
• Excellent problem-solving skills 
• Demonstrated skill in handling a variety of assignments simultaneously
• Flexible schedule

AAA Minneapolis offers a competitive compensation and benefits packages including; medical/dental insurance, 401(k) & 401(k) matching, generous time off, a complimentary AAA Membership and much more!

AAA Minneapolis is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.