Membership Retention Associate, FT

Role Overview

• Deploys deep product knowledge, problem solving, selling and customer service skills to differentiate AAA from its competitors and communicate the full value of the membership and AAA brand.
• Provides courteous and professional counseling in responding to Member inquiries concerning membership benefits and services, including Financial Services, Roadside Assistance, Travel Services, Insurance and other Member services.
• The desired outcome is to ensure Members recognize the value of membership benefits, products and services provided and renew their membership.
• The incumbent will need to meet or exceed established production goals to be successful.
• Operate automatic call distribution (ACD) softphone and PC running Windows-based and Internet applications.
• Accurately gather, document and respond to Members’ needs and matches these needs to appropriate and relevant AAA products and services while demonstrating a pleasant and professional telephone manner.
• Deliver extraordinary customer service to ensure Member satisfaction and create a positive impact on membership renewal rates.
• Cross sell additional membership products or upsell additional products, when appropriate.
• Contact Members by phone or email upon non-renewal in an attempt to renew membership coverage.
• Collaborate with others to achieve results; sharing ideas and knowledge to build morale and cohesion within the group.
• Maintain training and knowledge of all AAA Club Alliance membership products and other Member benefits/services through completion of ongoing training courses provided.
• Stays current regarding competitive offerings to a specific benefit level as compares directly to AAA membership.
• Handles complex calls by defusing frustrated or upset callers and can tailor the conversation and membership benefits discussion to each individual caller.

Requirements

• High School Diploma or equivalent
• Two (2) to five (5) years of customer sales and service and/or retention experience.
• Previous inside sales skills that focus on customer care are desirable.
• Maintains exceptional attendance and punctuality.
• This position is emergency personnel.
• Has the ability to work overtime and/or holiday as necessitated by business need and/or weather conditions.
• Effective analytical and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interactions (inbound, outbound and written) with others.
• Ability to obtain appropriate licensing for sales and service as required within 90 days of hire.

Benefits

• Medical, Dental, Vision and Prescription coverage
• 401(k) plan with company match up to 7%
• FREE AAA Premier Membership
• FREE Life Insurance
• Auto repair, travel, and merchandise discount
• Tuition reimbursement
• Disability Insurance
• Supplemental Insurances
• Pet Insurance
• Legal Insurance