Member Retention Counselor

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Conduct outbound retention calls and mailings to increase Club membership numbers

• Make outbound retention calls to former and potential members

• Utilize files and member lists from various regions within the company

• Research and obtain member contact details

• Create physical and electronic mailings as needed

• Handle incoming calls from both prospective and current Club members

• Articulate AAA membership advantages and promote Primary and Associate memberships, upgrades, and additional products and services

• Secure accurate member and credit card details to finalize sales

• Address phone inquiries and manage member change requests

• Escalate issues as required

• Identify and resolve problems effectively

• Adhere to Five Diamond Service standards during every phone interaction or conversation

• Provide assistance to Branch Offices and other Club departments

• Respond to inquiries and clarify details regarding membership policies, procedures, and programs

• Collaborate with Club trainers when implementing new procedures and policies

• Support employee training and mentoring as directed by the department Manager

• Carry out other job-related responsibilities as assigned

⛳️ Requirements

• High School Diploma or equivalent (GED) is required

• 1-3 years of experience in customer service is required

• 1-3 years of sales and/or telemarketing experience is required

• Customer service training and excellent communication skills are essential

• Proficiency in MemberzPlus, Touch Points, D-3, Navigator, Outlook, Excel, and Word

• Capability to accurately collect member and credit card information through a computerized system

• Understanding and effective implementation of Club guidelines, including the Value Statement, Club Culture, and Code of Conduct

🏝️ Benefits

• Continuous world-class training and established career pathways

• Medical coverage with employer contributions covering up to 93% of the premium cost

• Options for dental and vision insurance

• 6% company match on 401(k) retirement plan contributions, fully vested and made with each pay period

• 3 weeks of vacation

• 12 paid holidays

• 8 sick days

• 48 hours of volunteer time each year

• Complimentary AAA membership

• Discounts on insurance

• Travel commission refunds

• Up to $625 in wellness incentives

• Up to $6,000 in tuition reimbursement

• Opportunities for annual bonuses

• Additional monthly and/or quarterly incentive compensation for select positions

• Cameras-on approach during virtual meetings

• Equal opportunity employer dedicated to fair and equitable recruitment, hiring, and advancement