AAA Northeast Member Retention Counselor in North Andover, Massachusetts
AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.
SUMMARY The majority of time will be spent on generating outbound retention calls and mailings in an effort to grow Club membership totals. Servicing inbound calls, along with providing support, problem resolution and clerical duties, will comprise the balance of each workday. Other duties may be assigned as needed. Member Retention Specialists are expected to represent the Club in an exemplary manner at all times, utilizing Five Diamond standards and outstanding customer service and communication skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Places outbound retention calls to potential and lapsed members. Works from files and member lists from throughout the company, including other regions. Conducts research on member contact information; generates physical and electronic mailings if necessary. Utilize all customer service training and superior communication skills to emphasize the value of membership with AAA. Strives to continually grow Club membership totals.
Receives incoming calls from prospective and current Club members; explains the benefits of AAA membership to prospective members and sells Primary and Associate memberships, upgrades, and/or additional products and services; closes sale by obtaining accurate member and credit card information, using computerized system for information gathering. Answer phone inquiries from members and ensure timely and effective processing of all change requests; alerts Lead Specialist and or Manager of any problems which may arise. Troubleshoots and provides problem resolution.
Delivers Five Diamond Service standards on each and every telephone call or conversation with all members, prospective members and co-workers. Exhibits both understanding and effective application of Club guidelines, including Value Statement, Club Culture and Code of Conduct.
Provides support for Branch Offices and other Club departments. Answers questions and provides both details and clarification regarding membership policies, procedures and programs. Works closely with Club trainers when introducing new procedures and policies; may assist with employee training and mentoring as determined by the department Manager.
Will effectively utilize a variety of communication and data processing technology, including MemberzPlus, Touch Points, D-3, Navigator, Outlook, Excel and Word.
Performs other job-related duties as assigned.
QUALIFICATIONS: High school diploma or general education degree (GED) required. Retail sales and/or telemarketing experience desired. Demonstrated salesmanship skills required. Customer service background required. Experience navigating a Windows-based computer system required. Strong communication skills, with the ability to explain in detail all products and services offered by the Club. Must be able to provide high-quality customer service to members under all circumstances. Must have strong attention to detail. Ability to operate a telephone and computer terminal.
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit for extended periods of time. Finger and hand dexterity is required for frequent and continuous operation of all equipment. Normal or corrected hearing to the level of ability to receive detailed information orally and to accurately understand normal conversations, both in person and on the telephone. Ability to express or exchange information by means of the spoken word, both in person and on the telephone. Mental and emotional ability to work effectively in a busy environment, frequently under the demand of heavy time constraints.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work to be performed. The requirements are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The individual’s competencies and customer requirements impact the actual role performed.
Schedule: Monday - Friday 11am to 8pm, Rotating Saturdays 9am to 1pm
Requisition Number: 17-0798
Title: Member Retention Counselor
City: North Andover
Type of Position: Temporary