Membership Retention Associate (FT, Remote)

AAA Mid-Atlantic

3d•$17 - $23•Remote

About The Position

AAA Club Alliance is seeking an ambitious inbound remote Member Retention Associate Specialist to join our Member Care Unit. The purpose of this position is to retain current Members that have expressed a desire to cancel their membership by discussing the full array of AAA membership benefits with them. This position communicates the membership value and helps Members identify benefits that match their needs. This is a work from home position, candidates must live within one of these territories to be considered: ·Connecticut ·Delaware ·Indiana ·Kentucky ·Maryland ·New Jersey Oklahoma ·Pennsylvania ·South Dakota ·West Virginia) Work Schedule: 1st shift, schedule to be determined. Days off: Sunday and one other day off during the week.

Requirements

High School Diploma or equivalent
Two (2) to five (5) years of customer sales and service and/or retention experience.
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.
Has the ability to work remotely if needed.
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.

Nice To Haves

Previous inside sales skills that focus on customer care are desirable.

Responsibilities

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.
Maintains a high level of expertise in technical and functional areas.
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.
Continually enhances training and knowledge of all AAA Club Alliance membership products and other Member benefits / services through completion of ongoing training courses provided and seeks other opportunities for development.
Other duties as assigned.