About The Position
The Virtual Membership Advisor (VMA) is a front-line, member facing role responsible for delivery service, sales, and general support as the first point of contact for members and prospective members. The role focuses on assessing member needs, resolving inquiries and driving member engagement with membership benefits, products and services through a consultative approach. A Day in the Life: To start you'll log into multiple computer applications and be ready to start serving members at the start of your shift. You'll dive into serving members and potential members over the phone and by e-mail. You'll interact with many members through the course of a day and help with any number of requests from purchasing a membership to updating their membership, collect email addresses, explain how members are earning CAA dollars. You'll assist with hotel reservations, help plan a road trip route and ensure the members are protected with travel medical insurance. You'll help members log into our website My Account, you'll share a new spot where members can show their CAA card and save. You'll talk to members who are happy and frustrated but you're able to help all of them have a better day. You'll have regular check-ins with your manager where you can share your successes and where you have opportunity to grow with their guidance. You'll check the cash drawer and ensure the debit and credit cards balance. At some point you'll spend some time dedicated to learning. This could be attending a meeting on teams, reviewing a recorded presentation or self-paced learning to keep on top of all the developments that impact the role or members. While each day may be similar there's so many benefits, products, services and variety of member requests no two days are ever the same. Each interaction is an opportunity to share how members can leverage their CAA membership to extract more value every day.
Requirements
- Minimum High School Diploma or Equivalent
- Customer service and sales experience
- Bi-lingual (English/French)
- You must reside within 100 KM of a CAA Atlantic office (i.e 330 John Savage Ave, Dartmouth NS or 378 Westmorland Rd, Saint John, NB)
Responsibilities
- Act as the first point of contact for members and public by phone
- Assist with booking appointments for other CAA services such as Travel and Auto&Property Insurance
- Respond to inquiries related to membership benefits, products, services, website and app functionality.
- Take ownership of member concerns and complaints through to resolution.
- Call members and recently lapsed members to assist them to engage or re-engage with their CAA membership.
- Assess member needs and satisfy their needs by leveraging a consultative approach
- Explain benefits, services and product features
- Qualify and sell memberships, travel insurance, car rentals and hotel reservations
- Promote and cross-recommend additional CAA products and services.
- Accurately capture and maintain complete member profiles which includes: Name, Address, Date of Birth, E-mail Address, Mobile Phone, Payment Details
- Perform account validation and adhere to CAA's privacy policy and PCI requirements
- Follow established procedures and reference documents
- Ensure proper inventory levels
- Report and properly dispose of outdated stock
- Follow procedures for inventory transfers in and out
- Order supplies to ensure smooth operation of the store
- Semi-Annual inventory reporting
- Balance cash drawer
- Prepare outbound mail
Benefits
- Generous paid time off based on professional experience
- Paid volunteering
- Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
- Health and Safety of employees is the number one priority
- Complimentary Premier CAA Membership
- An in-house gym facility and/or corporate gym rate and partial reimbursement
- An innovative and dynamic work environment
- Ongoing learning and development opportunities
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
