Membership Service Representative - Inbound Call Center

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Heathrow, FL

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

keywords: work environment,training,sales & service,support,sales,consulting,compliance,maintenance,education,maintain,technology,sales,goals,preferred qualifications

Individual Contributor

Overview: <span class="text" title=""><span class="text" title="">Under general supervision, receives, responds and handles incoming telephone calls (In the near future this will include Click-to-Chat) from members in a professional, friendly and courteous manner. Utilize Selling skills to build the Member relationship/experience while maximizing information and sales opportunities. <br /><br /><span class="blockpanel"><span class="">&nbsp;</span></span></span></span> <p style="margin-bottom: 0px; margin-top: 0px;"><strong>***TRAINING STARTS JUNE 5, 2017***</strong></p> <div><strong><u><br />Work Environment</u></strong><strong><u>:</u></strong> Works in a temperature controlled office environment.&nbsp; 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 365 days).&nbsp;</div> <span id="requisitionDescriptionInterface.ID1580.row1" class="text" title=""><br /></span>
Responsibilities: <span class="text" title=""><span class="text" title=""><strong><u>Primary Duties and Responsibilities (details of the basic job functions):<br /></u></strong></span></span> <p style="margin-bottom: 0px; margin-top: 0px;"><br />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.&nbsp;</p> <div>&nbsp;</div> <p style="margin-bottom: 0px; margin-top: 0px;">Consistently demonstrates positive service attitude to members by accurately and courteously explaining policies and procedures.</p> <div>&nbsp;</div> <ul type="disc"> <li>Handle, resolve and process all membership enquiries through first call resolution including billing, renewal, upgrades, payments, information changes, duplicate cards, processing payments etc.&nbsp; Fulfilling and closing promotional information and publications such as new membership packets, magazines, emblems, SYC&amp;S information etc.&nbsp;</li> <li>Sell new memberships, upgrades whenever possible to increase base growth. Act as primary contact for membership sales through Infomercials, retail cards, direct mailings and promotions.</li> <li>Maximize all NBO opportunities &ndash; account maintenance, sales, lead management, warn transfer skills etc. through transition and closing skills.</li> <li>Assist members through consultation giving verbal and written email information including but not limited to &ndash; directions, attractions, hotels, State parks, other areas of interest, weather conditions, road closures, member information, show your card and save program.&nbsp; Complete Triptik requests; assist in auto vacation planning etc.</li> <li>Receive and process Emergency Road Service calls as needed and during disaster situations. Carries out the duties as outlined in the ERS RAS position description.</li> </ul> <span id="requisitionDescriptionInterface.ID1580.row1" class="text" title=""><strong><u><br /></u></strong></span>
Requirements: <p style="margin-bottom: 0px; margin-top: 0px;"><strong><u>Preferred Qualifications</u></strong><strong><u>:</u></strong></p> <ul type="disc"> <li>MS Office Suite (Word, Excel, PowerPoint)</li> <li>Previous experience in call center environment.</li> </ul> <div id="requisitionDescriptionInterface.ID1611.row1" class="inlinepanel" style="display: inline;" title=""><span class="subtitle">Qualifications</span></div> <span class="blockpanel"><span class="">&nbsp;</span></span> <p style="margin-bottom: 0px; margin-top: 0px;">&nbsp;</p> <div><strong style="font-size: 12pt;"><u>Required Qualifications (these are the minimum requirements to qualify):</u></strong></div> <p style="margin-bottom: 0px; margin-top: 0px;"><u>Education (include minimum education and any licensing/certifications):</u></p> <ul type="disc"> <li>High school diploma or equivalent</li> <li>Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products</li> </ul> <div>&nbsp;</div> <div><u>Experience:</u></div> <ul type="disc"> <li>Prior experience in a customer servicing and relationship position.<span style="font-size: medium;">&nbsp;</span></li> </ul> <div>&nbsp;</div> <div><u>Knowledge and Skills:</u></div> <ul type="disc"> <li>Basic computer knowledge and skills.</li> <li>Must have excellent communications skills and good customer service skills with the ability to set personal goals based on job requirements and be team oriented.</li> <li>Must have soft sell skills and be able to multi-task.</li> </ul> <br /> <div id="requisitionDescriptionInterface.ID1595.row1" class="contentlinepanel" title=""> <p style="margin-bottom: 0px; margin-top: 0px;"><br /><br />The Auto Club Group, and all of&nbsp;its affiliated companies,&nbsp;is an equal opportunity/affirmative action employer. &nbsp;All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.</p> <span class="text" title=""><br /><br /><br /></span> <p style="margin-bottom: 0px; margin-top: 0px;"><span id="requisitionDescriptionInterface.ID1981.row1" class="subtitle" style="display: inline;" title="">Schedule</span><span id="requisitionDescriptionInterface.ID1998.row1" class="subtitle" title="">:</span><span class="inline">&nbsp;</span><span id="requisitionDescriptionInterface.ID2008.row1" class="text" title="">Full-time<br /></span><span id="requisitionDescriptionInterface.ID2081.row1" class="subtitle" style="display: inline;" title="">Employee Status</span><span id="requisitionDescriptionInterface.ID2098.row1" class="subtitle" title="">:</span><span class="inline">&nbsp;</span><span id="requisitionDescriptionInterface.ID2108.row1" class="text" title="">Regular<br /></span><span id="requisitionDescriptionInterface.ID2131.row1" class="subtitle" style="display: inline;" title="">Job Type</span><span id="requisitionDescriptionInterface.ID2148.row1" class="subtitle" title="">:</span><span class="inline">&nbsp;</span><span id="requisitionDescriptionInterface.ID2158.row1" class="text" title="">Regular</span><span id="requisitionDescriptionInterface.ID2208.row1" class="text" title=""><br /></span><span id="requisitionDescriptionInterface.ID2231.row1" class="subtitle" style="display: inline;" title="">Travel</span><span id="requisitionDescriptionInterface.ID2248.row1" class="subtitle" title="">:</span><span class="inline">&nbsp;</span><span id="requisitionDescriptionInterface.ID2258.row1" class="text" title="">No</span></p> </div>