Membership Retention Specialist

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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CANDIDATES MUST LIVE IN UTAH.

RESPONSIBILITIES / JOB DUTIES

• Member Retention and Reinstatement
  • Proactively contact members with cancelled or at-risk memberships through calls and emails to understand Member needs and prevent membership loss.
  • Negotiate payment plans and collect payments to reduce cancellations and reinstate memberships.
  • Respond to inbound inquiries from members regarding membership cancellations or concerns.
  • Address member questions, resolve issues, and provide personalized solutions to prevent cancellations.
  • Meet defined retention and reinstatement goals.

• Sales and Service Enhancement
  • Engage with Members to understand their individual needs and preferences.
  • Effectively present and explain the value proposition of various AAA membership offerings.
  • Promote and cross-sell additional products and services (travel, insurance, etc.) to existing members.
  • Answer Member questions, address concerns, and overcome objections to close sales.
  • Cultivate positive relationships with members to foster loyalty and satisfaction.

• Administrative and Operational Excellence
  • Adhere to established protocols for managing retention lists, at-risk accounts, and delinquent accounts.
  • Prioritize and execute outreach efforts within set timeframes.
  • Maintain accurate and timely records of all member interactions and actions taken.

• Continuous Improvement and Collaboration
  • Identify areas for improvement in retention strategies, service delivery, or operational efficiency.
  • Propose solutions and contribute to the implementation of best practices.

KNOWLEDGE AND SKILLS

• Excellent verbal and written communication skills.
• Proven ability to build rapport and establish trust with customers.
• Strong sales aptitude and negotiation skills.
• Proficient in using Microsoft Office Suite (Word, Excel, Outlook).
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Adaptable and receptive to feedback.

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Requirement:
  • High School diploma plus 2-4 years sales, retention, or customer service

• Preferred Requirements:
  • Knowledge of AAA products, services, and systems.
  • Bilingual communication skills.

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