NEW YEAR, NEW CAREER!!! Enjoy the holidays and start a new career with AAA in 2023!

AAA Club Alliance is seeking an experienced (full-time) Membership Retention Specialist to join our dynamic Virtual Call Center Team! In this position the incumbent will work to retain current AAA Members that have expressed a desire to cancel their membership by discussing the full array of AAA membership benefits with them. The Specialist position communicates the membership value and helps Members identify benefits that match their needs. This position is in a high-volume multi-channel virtual call center environment.

Please note: This position is work from home, but you must live in our territory to be considered.

Virtual Training Requirements:

• Training Schedule: First 5 weeks, Monday - Friday, 9:00am - 4:30pm (paid training). Schedule After Training - Full-Time 37.5 hours/5 days per week, (1 Weekend Day is required per week) .

• Home wired internet and dedicated, quiet work space required (AAA will provide all computer equipment as needed)

What We Can Offer You:

• A competitive hourly rate depending upon experience

• Monthly Incentive Bonus Plan based off of your individual performance (Avg. earnings between $300-$500)

• 8% shift differential for evening hours worked

• Comprehensive benefit package including Medical, Dental, Prescription, Vision, Life Insurance, Flexible Spending Accounts, etc.

• 401(k) plan with company match up to 7%

• Wellness and Health Advocate Programs

• Paid Time Off (PTO) - up to nearly 4 weeks the first year

• Educational Assistance

• Child & Family care benefit

• Paid time off to volunteer

• Travel discounts

• Free AAA premier membership

The Ideal Candidate will:

• Be pleasant, professional, and have a smile in your voice when speaking on the phone (excellent communications skills)

• Deliver extraordinary customer service to ensure member satisfaction

• 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.

• Proficiency in navigating proprietary PC applications (Windows, MZP, D3, ATS, Internet / Intranet, CRM).

• Have excellent written communication.

• Ability to work independently maintaining accurate and timely follow up

• Is able to be licensed for membership sales as required.

• Demonstrates Shared Values.

• Speaks and writes English fluently.

• Effective negotiation skills.

• Ability to initiate customer interaction during outbound call actively.

• Ability to quickly assimilate to retain information and the ability to handle changing priorities in a high volume call center environment.

• Maintains exceptional attendance and punctuality.

• Proper handling of problem situations and constructive interactions (inbound, outbound and written) with others.

Minimum Qualifications:

• High school degree or equivalent

• 2-5 years of pervious inside sales and retention experience that focus on customer care

• A bility to work overtime and/or holiday s as necessitated by business need .

• Must be able to work the first and last day of each month as well as days after a Holiday due to volume and coverage.

• Is able to be licensed for membership sales as required.

• Completion MCC Champion training /certification for new hire assistance; required to attain with 6 months of hire date.

• Completion of Business Writing course; required to attain within 6 months of hire date.

• Must be able to meet or exceed established production goals

What You'll Do:

• Communicate the membership value and helps Members identify benefits that match their needs.

• 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.

• Stays current regarding competitive offerings to a specific benefit level as compares directly to AAA membership.

• Other duties as assigned

#LI-Remote

#US

AAA Club Alliance (ACA) is an 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.

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