Remote Membership Service Rep.

It’s a great time to join AAA The Auto Club Group! 

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Full time

 

Exempt/Non Exempt:

 

Hourly

Job Description:

 

Position Description

Primary Duties and Responsibilities:

Under general supervision, receives, responds to, and handles incoming telephone calls with occasional outbound calling to members in a professional, friendly, and courteous manner. Utilize Selling skills to build the Member relationship/experience while maximizing information and sales opportunities.

Through consultation, cross-sells appropriate club products using expertise, listening skills, member information, job and product knowledge, and the next best opportunity platform to maximize sales. 

Consistently demonstrates positive service attitude to members by accurately and courteously explaining policies and procedures.

• Handle, resolve, and process all membership enquiries through first call resolution, including billing, renewal, upgrades, payments, information changes, duplicate cards, processing payments, etc. 
• Sell new memberships, upgrades whenever possible to increase base growth. Act as contact for membership sales through direct mailings and marketing promotions.
• Maximize all NBO opportunities – account maintenance, sales, warm transfer skills, etc., through transition and closing skills.
• Assist members through consultation, giving verbal and written email information, including but not limited to – directions, attractions, hotels, State parks, other areas of interest, weather conditions, road closures, member information, discounts, and rewards program.  Complete Triptik requests; assist in auto vacation planning, etc.
• Receive and process cross-over support as needed during disaster situations.
• Adhere to performance metrics to include managing calls, schedule adherence, and other metrics as prescribed by leadership.

How do we reward our employees: 

In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages: 

• Hourly rates starting at $16.75, depending on experience 
• Overtime earning potential at time and a half the hourly wage 
• Fully paid training 
• Medical, dental, and vision benefits 
• 401k with employer match 
• Paid parental leave and adoption assistance  
• Paid Time Off (PTO), company-paid holidays, CEO days, and floating holidays 
• Paid volunteer day annually 
• Tuition assistance program, professional certification reimbursement program, and other professional development opportunities 
• AAA Membership  
• Discounts, perks, rewards, and much more 

Education:

• High school diploma or equivalent
• Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.

Experience:

• Minimum: 6 months of customer service/sales experience in a fast-paced computer-automated business environment.

Knowledge and Skills:

• Basic knowledge of PC navigation, Internet usage, sending and receiving emails, toggling between applications, and other skills and computer knowledge is required.
• Must have excellent communication skills and good customer service skills with the ability to set personal goals based on job requirements and be team-oriented.
• Must have soft sell skills and be able to multitask.
• Ability to set up computer equipment and troubleshoot minor connectivity issues.

Preferred Qualifications

• MS Office (Outlook, Teams, Word, Excel, PowerPoint)
• Preferred: 1-2 years of customer service. Advanced computer skills. Prior sales experience.

Work Environment

This is a Call Center where employees work remotely full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored. Must have a dedicated workspace free from distractions. Must work non-standard hours, such as nights, weekends, split shifts, holidays, on an as-needed basis; shifts may be flexible as assigned. (Center open 362 days).

Who We Are

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