Job Information
AAA Mid Atlantic Member Retention Associate Specialist, Member Contact Center in United States
Our Member Care Unit is seeking an ambitious inbound Membership Retention Associate Specialist (remote) who has a customer focus to retain current members that have expressed a desire to cancel their membership by discussing the full array of AAA membership benefits. This position is part of our Membership Care Unit which is part of our dynamic Call Center Team!
This is a work from home position, candidates must live within these territories to be considered ( ·Connecticut ·Delaware ·Indiana ·Kentucky ·Maryland ·New Jersey Oklahoma ·Pennsylvania ·South Dakota ·West Virginia)
Details:
Computer equipment provided by AAA Club Alliance.
Mandatory Virtual Training will be for the first 5 weeks, Monday - Friday 9:00am - 4:30pm. Once training is completed, you will then transition to set work schedule.
Work Schedule: Monday, Tuesday, Thursday, Friday and Saturday (11 a.m. to 7:00 p.m. EST) Days off: Sunday and one other day during the week.
Access to a stable, secure, high speed, and hard-wired internet connection via Ethernet cable is required throughout employment. Contact Center Associates are not authorized to utilize wireless, DSL, Hot Spots, satellite or shared/public internet connections as a means of internet connection.
What AAA can provide you:
A competitive starting hourly rate: plus, Monthly Incentive Bonus Plan based off of your individual performance
Comprehensive Benefits Package for FT positions include Health, Life, Dental, Vision, Prescription, PTO, etc.
401(k) plan with company match up to 7%
Wellness and Health Advocate Programs
Educational Assistance
Child & Family care benefit
Free AAA premier membership, plus discounts and so much more!
What we need from you:
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. 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.
Must obtain license for membership sales as required
What you will be doing:
Communicate the membership value and helps Members identify benefits that match their needs. Specifically, a specialist in this position:
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, Driving School, Roadside Assistance, Travel Services, Insurance and other member services.
Operate automatic call distribution (ACD) telephone set and PC running Windows-based and Internet applications.
Accurately gather, document and respond to members’ needs using sound business judgment based upon club business rules and policies and match those needs to appropriate and relevant AAA products and services.
Contact members by phone or email upon non-renewal in an attempt to renew membership coverage.
Handles the more complex calls by defusing frustrated or upset callers and can tailor the conversation and membership benefits discussion to each individual caller.
#LI-Remote
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AAA Club Alliance (ACA) is an affirmative action - equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category:
Customer Service
Work from home or Remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia.
AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly six million members in 13 states and Washington, DC. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team.
We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while advancing their own career. So that leaves one question, are you ready to make a difference? (https://cluballiance.aaa.com/about/careers?pcrdl=true)
Are you being referred to one of our roles? If so, ask your connection at AAA Club Alliance about our Employee Referral process!
We recognize that you don’t stop being a parent, caretaker, pet owner, or student because you’re at work. We give our Associates the option to customize their experience in order to suit their individual needs and interests. We offer a wide array of benefits that give our Associates piece of mind– even after retirement. You can view our virtual benefit fair here. (https://www.virtualfairhub.com/AAAClubAlliance/public/welcome)
AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please direct your inquiries to jobs@aca.aaa.com.