Part Time Virtual Membership Advisor

CAA Atlantic

9d • Remote

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. You will work a rotational schedule, and work between 18 and 20 hours per week. Hours of operation are Monday to Friday 8am to 7pm, and Saturday 10am to 5pm.

Requirements

• Minimum High School Diploma or Equivalent
• Customer service and sales experience
• Bilingual (English/French)
• Must reside within 100 KM of a CAA Atlantic office
• Excellent communication skills
• Strong attention to detail
• Agile, with the ability to manage priorities
• Problem solving abilities, with a growth and continuous improvement mindset
• Collaborative team player

Nice To Haves

• Travel industry experience is an asset

Responsibilities

• Act as the first point of contact for members and public by phone and email
• 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
• Sales of online gift cards
• Support with compiling customized road trip guides
• 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
• Follow procedures for inventory transfers in and out
• Order supplies to ensure smooth operations
• Semi-Annual inventory reporting

Benefits

• Comprehensive training programs
• Continuous learning opportunities
• Competitive compensation package
• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED