Member Resolution Representative
Saint John, NB
Posted yesterday
Job Details:
Hybrid remote
$41,091 - $61,637 / year
Full-time
Experienced
Benefits:
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plans
Life Insurance
Disability Insurance
Employee Assistance Program
Bonuses & Incentives
Tuition Aid
Wellness Programs
Reporting to the Manager, Contact Center the Member Resolution Representative is responsible for managing and resolving all Member complaints and concerns related to Emergency Roadside Services (ERS). This role focuses on delivering exceptional Member service, investigating and resolving issues efficiently, and ensuring Member satisfaction while adhering to company policies and service standards. The ideal candidate will possess excellent communication skills, a strong problem-solving mindset, and a Member-first attitude.
Working Conditions:
- Work Environment: The Member Resolution Representative primarily works in an office setting, which may include remote or hybrid work options. The role requires extended periods of computer and phone use in a professional environment.
- Hours of Work: This is a full-time position with a standard workweek of 37.5 hours. Overtime and flexibility may be required to accommodate peak periods, Member emergencies, or special projects.
- Physical Demands: The role is primarily sedentary but may involve occasional light lifting of office supplies or materials.
- Handling Sensitive Matters: The position involves handling sensitive and potentially escalated Member complaints, requiring resilience, patience, and excellent conflict-resolution skills.
- Collaboration: Regular collaboration with cross-functional teams and departments to resolve complaints effectively and improve Member service delivery.
- Travel: Minimal travel may be required for training, team meetings, or occasional site visits.
- Technology Requirements: Proficiency in using Customer Relationship Management systems, telecommunication tools, and standard office software is essential for success in this role.
Responsibilities
Complaint Management & Resolution:
- Serve as the primary point of contact for ERS-related Member complaints.
- Investigate and analyze complaints to identify root causes and determine appropriate resolutions.
- Collaborate with internal departments (Dispatch, Call Center, Fleet Operations, Contactor Network) to address and resolve complaints in a timely manner.
- Provide guidance and training to internal departments on policies and procedures, ensuring consistent and seamless Member service delivery across the entire CAA Network.
Member Communication:
- Respond promptly to Member inquiries via phone, email, or other communication channels.
- Provide clear, professional, and empathetic communication throughout the resolution process.
- Educate Members about policies, procedures, and services to prevent future misunderstandings.
Documentation & Reporting:
- Accurately document all complaints, resolutions, and interactions in the MRTS system.
- Prepare regular reports on complaint trends, resolution times, and Member satisfaction for Management.
- Identify patterns in Member feedback and recommend improvements to ERS processes to Management.
Compliance & Quality Assurance:
- Ensure all resolutions comply with organizational policies, legal requirements, and industry standards.
- Participate in quality assurance initiatives to enhance service delivery and Member experience.
Continuous Improvement:
- Proactively identify opportunities to improve Member satisfaction and reduce complaint volume.
- Collaborate with team members to share best practices and develop innovative solutions.
Qualifications
Education & Experience:
- High school diploma or equivalent required; post-secondary education in customer service, business, or a related field is preferred.
- 2+ years of experience in customer service, complaint resolution, or a related field, preferably in the automotive, insurance, or service industries.
Skills & Competencies:
- Strong communication skills, both written and verbal.
- Bilingual (English/French) is considered an asset.
- Proven ability to handle challenging Member interactions with professionalism and empathy.
- Excellent problem-solving and analytical skills.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Proficiency in CRM applications and Microsoft Office Suite.
- Dedicated to fostering a culture of continuous improvement and operational excellence.
Core Competencies:
- Member/Customer Focus: Demonstrates a commitment to exceeding Member expectations.
- Conflict Resolution: Handles complaints with tact and diplomacy to achieve win-win outcomes.
- Attention to Detail: Ensures accuracy and thoroughness in all documentation and processes.
- Adaptability: Responds effectively to changing priorities and challenges.
Work With Us
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages:
Company Website:
https://www.atlantic.caa.ca/
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