AAA Club Alliance is seeking an ambitious inbound remote Member Retention Associate Specialist to join our Member Care Unit! The purpose of this position is to retain current 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 is a work from home position, candidates must live within one of these territories to be considered: ·Connecticut ·Delaware ·Indiana ·Kentucky ·Maryland ·New Jersey Oklahoma ·Pennsylvania ·South Dakota ·West Virginia)**
Work Schedule: 1st Shift Schedule. Exact hours to be determined.
Work Days: Monday, Tuesday, Wednesday, Thursday and Saturday
Days off: Sunday and Friday
What you will do:
- 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, Roadside Assistance, Travel Services, Insurance and other Member services.
This position is in a high-volume, multi-channel Contact Center environment. The desired outcome is to ensure Members recognize the value of membership benefits, products and services provided and renew their membership. The incumbent will need to meet or exceed established production goals to be successful.
Why work for AAA Club Alliance?
- Fully remote/work from home.
- Computer equipment provided.
- Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays.
- Paid Training (all virtual)
- Company-wide Career mobility opportunities
Other duties and responsibilities of this position:
- Operate automatic call distribution (ACD) softphone and PC running Windows-based and Internet applications.
- Accurately gather, document and respond to Members’ needs and matches these needs to appropriate and relevant AAA products and services while demonstrating a pleasant and professional telephone manner.
- Deliver extraordinary customer service to ensure Member satisfaction and create a positive impact on membership renewal rates.
- Cross sell additional membership products or upsell additional products, when appropriate.
- Contact Members by phone or email upon non-renewal in an attempt to renew membership coverage.
- Collaborate with others to achieve results; sharing ideas and knowledge to build morale and cohesion within the group.
- Maintain training and knowledge of all AAA Club Alliance membership products and other Member benefits / services through completion of ongoing training courses provided.
- Maintains a high level of expertise in technical and functional areas.
- Stays current regarding competitive offerings to a specific benefit level as compares directly to AAA membership.
- Handles complex calls by defusing frustrated or upset callers and can tailor the conversation and membership benefits discussion to each individual caller.
- Continually enhances training and knowledge of all AAA Club Alliance membership products and other Member benefits / services through completion of ongoing training courses provided and seeks other opportunities for development.
- Other duties as assigned.
What AAA can provide you:
- A starting rate of $17.00 - $23.00/hr. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as geographic location.
- Monthly Incentive Bonus Plan based off of your individual performance.
- Medical, Dental, Vision and Prescription coverage
- 401(k) plan with company match up to 7%
- FREE AAA Premier Membership.
- FREE Life Insurance.
- Auto repair, travel, and merchandise discount
- Tuition reimbursement
- Disability Insurance
- Supplemental Insurances
- Pet Insurance
- Legal Insurance
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.
- Ability to obtain appropriate licensing for sales and service as required within 90 days of hire.
#LI-Remote #US
Full time Associates are offered a comprehensive benefits package that includes:
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
- And MORE! Check out our Benefits Page for more information
ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. 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 to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.
Job Category:
Customer ServiceSkills Required
- High school diploma or equivalent
- Two to five years of customer sales and service and/or retention experience
- Previous inside sales skills focused on customer care
- Exceptional attendance and punctuality
- Ability to work overtime and holidays as business needs or weather conditions require
- Ability to work remotely when needed
- Effective analytical and oral communication skills
- Ability to handle inbound, outbound, and written interactions
- Ability to obtain appropriate sales and service licensing within 90 days of hire
- Residence within an eligible AAA territory
What We Do
For more than 100 years, we’ve been helping people get to where they’re going. We were founded on Roadside Assistance, but have progressively expanded our offerings to include insurance, retail, and travel services in order to assist more customers. 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. AAA Club Alliance received the prestigious Ragan Diversity Award for Allyship in Action in 2021 and in 2023 was a finalist for Ragan’s Corporate Social Responsibility & Diversity Award for our Stepping Up for Hunger campaign. For more information, please visit www.AAA.com/Careers and follow us on social media @AAAClubAlliance.
