Membership Call Center Rep
AAA Club Partners - Hamilton, NJ

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Job Description:
Utilize relationship selling to aid members in
maximizing membership benefits and plan domestic travel.
Provide exceptional service to members by selling
various Membership, Travel products, Financial Services
products and other relevant AAA products and services.
Provide courteous and professional assistance in
responding to member inquiries concerning Membership
benefits and service, Travel Reservations, general
member inquiries, Financial Services, Driving School and
Emergency Road Service in a high-volume contact center
environment. Meet or exceed established production
goals. Complete other related duties as assigned.

Essential Functions:
Operate automatic call distribution (ACD) telephone set
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.

Duties, Responsibilities, Scope:
Customer Service/Problem Resolution (70%)
  • Counsels members concerning auto travel requests for
TripTiks, maps, and Tourbooks. Provides verbal road
directions to members and answers travel related
inquiries.
  • Responds to members’ requests for information
regarding membership related issues. Investigates
membership related discrepancies, and maintains
existing membership data via online access to
membership system.
  • Responds to membership sales calls, including
processing new member sales, associate add-on
memberships, Plus, Plus RV and Premier up grades,
automatic renewals and transfers. Uses probing
questions to determine members’ needs and recommend
specific products or services.
  • Processes credit card payments for all new
memberships, renewals, upgrades and associate member
add-ons.
  • Enrolls members in Driver Improvement course and
Mature Operator’s courses. Processes credit card
payments at time of enrollment.
  • Assists members in obtaining Roadside Assistance by
recording accurate information and advising them of
service options and procedures.
  • Responds to, records and resolves members’ concerns.
Utilizing the comment tracking system, AIC Web, CRM
and e-mail as appropriate to record member feedback
for follow up by Member Relations department or
other appropriate business lines.
  • Asks probing questions to determine member’s
information/service needs and recommends options.
Offers products and services relevant to the
members’ individual circumstances by reviewing
relevant product features and benefits.
Production (20%)
  • Meets or exceeds measurement standards for sales and
service (Occupancy, ASA, A/R, Quality Monitoring,
Sales goals).
  • Maintains an organized work area.
Continual Learning (10%)
  • Keeps current on new developments, products,
services, policy changes, etc. and applies them
correctly in performing tasks. Maintains a high
level of expertise in technical/functional areas.

Job Requirements:
Ability to respond to customer inquiries and interact
with others in a high-volume call center environment at
a level normally acquired through the completion of a
high school diploma and six months of customer sales and
service experience.
Effective analytical and oral communication skills to
enable accurate completion of assignments, proper
handling of problem situations and constructive
interaction with others.
Copes well with complexity, a very fast pace, and time
pressure; keeps organized and in control under
challenging conditions.
Working knowledge of personal computer, Windows based
applications and competent keyboarding skills to
accurately and efficiently complete daily work
assignments.
Working knowledge of and ability to navigate the
Internet.
Ability to work overtime and/or holidays as necessitated
by business and/or weather conditions.
Appropriate licensing for sales and service, as
required.
Meets all department/company standards (i.e. sales
production, service standards, Quality Monitoring.)
Familiar with web based applications.
Successful completion of Membership Certification 101.
Successful completion of Financial Services
Certification.
Successful completion of Premier Membership course.
Successful completion of 5 Diamond training course.

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