Member Relations Supervisor

AAA Club Alliance is seeking a dynamic and motivated Member Relations Supervisor to support our Lexington, Kentucky call center. This role will require you to work on-site Monday through Friday.

In this role, you’ll lead a team dedicated to delivering exceptional service to our members while ensuring operational efficiency, quality standards, and continuous improvement. If you enjoy leading teams, solving complex issues, and creating outstanding member experiences, this position may be for you!

What You’ll Do:

• Lead daily call center operations by planning, managing, and monitoring team workflow to ensure timely and high-quality service.

• Manage staffing and schedules to maintain appropriate coverage and operational efficiency.

• Handle and resolve escalated member issues, primarily related to Roadside Assistance, reimbursement requests, and other member service concerns.

• Monitor and audit team performance through call listening, quality reviews, and bi-weekly performance assessments.

• Coach and develop team members through performance evaluations, goal setting, and ongoing feedback aligned with AAA Club Alliance’s strategic objectives.

• Conduct quality audits to ensure documentation, communications, and investigations are accurate and up to date.

• Ensure timely resolution of member concerns, including complaints and reimbursement requests.

• Participate in the hiring process, including interviewing and selecting new team members.

• Provide leadership support through employee coaching, counseling, and disciplinary actions when necessary.

• Support employee and departmental development, including cross-training, process improvements, and identifying opportunities to enhance team performance.

• Ensure compliance with business procedures and workflows, while collaborating with leaders to improve processes and optimize service delivery to AAA Members.

Minimum Qualifications:

• High school diploma required; Associate’s or Bachelor’s degree preferred.

• 5+ years of customer service experience.

• 2+ years of experience in a high-volume contact center or business environment.

• 1+ year of leadership or supervisory experience, preferably in a contact center setting.

• Excellent communication and interpersonal skills.

• Intermediate proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint, Visio).

• Ability to multitask and manage multiple products, services, and benefit levels.

• Strong organizational skills and attention to detail.

• Ability to work independently, prioritize effectively, and manage multiple assignments.

• Demonstrated ability to lead, motivate, and support a diverse team while maintaining strong customer service standards.

• Ability to meet departmental attendance standards.

​At AAA, your success is our success. What we can offer you:

• A competitive salary commensurate with experience.

• Comprehensive health benefits package.

• Up to three weeks of paid time off accrued during your first year.

• Annual Bonus Plan.

• 401(K) plan with company match up to 7%.

• Professional development opportunities and tuition reimbursement.

• Paid time off to volunteer & company-sponsored volunteer events throughout the year.

• Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability.