Member Retention Counselor (60107)

This role is responsible for generating outbound retention calls and mailings to grow Club membership totals. Additionally, this role services inbound calls by aiding in problem resolution and provides clerical support to the department. Other duties may be assigned as needed.

What you will do:

• Places outbound retention calls to potential and lapsed members. Works from files and member lists from throughout the company, including other regions. Conducts research on member contact information; generates physical and electronic mailings if necessary. Utilize all customer service training and superior communication skills to emphasize the value of membership with AAA. Strive to continually grow Club membership totals.
• Receives incoming calls from prospective and current Club members; explains benefits of AAA membership to prospective members and sells Primary and Associate memberships, upgrades, and/or additional products and services; closes sale by obtaining accurate member and credit card information, using computerized system for information gathering. Answers phone inquiries from members and ensure timely and effective processing of all change requests; escalates issues as necessary. Troubleshoots and provides problem resolution. Delivers Five Diamond Service standards on every telephone call or conversation with all members, prospective members and co-workers. Exhibits both understanding and effective application of Club guidelines, including Value Statement, Club Culture and Code of Conduct.
• Provides support for Branch Offices and other Club departments. Answers questions and provides both details and clarification regarding membership policies, procedures and programs. Works closely with Club trainers when introducing new procedures and policies; may assist with employee training and mentoring as determined by the department Manager.
• Will effectively utilize a variety of communication and data processing technology including: MemberzPlus, Touch Points, D-3, Navigator, Outlook, Excel and Word.
• Performs other job-related duties as assigned.