Membership Retention Associate

This is a fully remote position, open to applicants in Connecticut, +8 more states.

📋 Description

• Retain existing Members who have shown intentions to cancel their membership.

• Discuss the comprehensive range of AAA membership benefits and assist Members in identifying the benefits that suit their needs.

• Convey the value of membership and the AAA brand effectively.

• Advise Members on membership benefits and services, including Financial Services, Roadside Assistance, Travel Services, Insurance, and other Member services.

• Operate in a high-volume, multi-channel Contact Center environment.

• Meet or surpass established production targets.

• Accurately collect, document, and respond to Members’ needs.

• Align Member needs with suitable AAA products and services.

• Provide exceptional customer service to enhance Member satisfaction and facilitate membership renewals.

• Cross-sell or upsell additional membership products when appropriate.

• Reach out to Members via phone or email following non-renewal to encourage membership renewal.

• Collaborate with colleagues to achieve results and exchange ideas and knowledge.

• Complete ongoing training courses and maintain an up-to-date knowledge of AAA products and Member benefits.

• Stay informed about competitive offerings.

• Handle complex calls by calming frustrated or upset callers and customizing benefit discussions.

• Perform other tasks as assigned.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Two (2) to five (5) years of experience in customer sales, service, and/or retention.

• Previous inside sales experience with a focus on customer care is preferred.

• Exceptional attendance and punctuality are required.

• Willingness to work overtime and/or holidays as required by business needs and/or weather conditions.

• Ability to work remotely if necessary.

• Strong analytical and verbal communication skills.

• Capability to obtain the appropriate licensing for sales and service within 90 days of hire.

• Candidates must reside within Connecticut, Delaware, Indiana, Kentucky, Maryland, New Jersey, Oklahoma, Pennsylvania, South Dakota, or West Virginia.

• Proficiency in operating ACD softphone and Windows-based and Internet applications.

🏝️ Benefits

• Fully remote/work from home opportunities.

• Computer equipment provided by the company.

• Nearly 4 weeks of Paid Time Off, along with 6 paid company holidays and 2 floating holidays.

• Paid Training (conducted entirely online).

• Opportunities for career mobility across the company.

• Monthly Incentive Bonus Plan based on your individual performance.

• Coverage for Medical, Dental, Vision, and Prescription needs.

• 401(k) plan with a company match up to 7%.

• Complimentary AAA Premier Membership.

• Free Life Insurance.

• Discounts on auto repair, travel, and merchandise.

• Tuition reimbursement program.

• Disability Insurance.

• Supplemental Insurance options.

• Pet Insurance available.

• Legal Insurance coverage.

• Up to 2 weeks of Paid Parental Leave.

• More than 2 weeks of PTO granted within your first year.

• Company-provided volunteer opportunities plus 1 volunteer day each year.

• Ongoing learning reimbursement of up to $5,250 per year.