Part Time Virtual Membership Advisor (3 Month Term)
CAA Atlantic - 8 Jobs
Atlantic Canada
Job Details:
Benefits:
CAA Atlantic is recognized as one of Canada's Most Admired Corporate Cultures! We're committed to supporting your development through comprehensive training programs and continuous learning opportunities - helping you advance your skills and achieve your professional goals.
CAA Atlantic is a member-based organization serving over 320,000 members across Atlantic Canada. Headquarters in Saint John, N.B., CAA Atlantic is part of the national CAA federation with almost 7 million members across the country! CAA is one of the largest, most trusted and respected consumer-based organizations in Canada. We provide emergency roadside assistance, travel services, and exclusive savings and rewards for our members. We're deeply focused on helping Atlantic Canadians travel safely and confidently, whether they are on the road close to home or planning trips around the world.
"It's so fun to work with CAA Atlantic!" - Linda Landry, Travel Advisor
To learn more about the CAA Atlantic employee experience visit us online:
- YouTube: Hidden Gems: Working at CAA Atlantic
- Careers CAA Atlantic- Work With Us
- Careers CAA Atlantic - Employee Benefits
- Careers CAA Atlantic- Team Member Stories
Are you someone who enjoys helping customers find the best product and/or service to suit their needs? Are you savy with technology with ability to work between multiple systems? Are you available to work evenings and weekends? If yes to all these, look no further!
The Virtual Membership Advisor (VMA) is a front-line, member facing role responsible for delivery service, sales, and general support as the first point of contact for members and prospective members. The role focuses on assessing member needs, resolving inquiries and driving member engagement with membership benefits, products and services through a consultative approach.
A Day in the Life:
To start you'll log into multiple computer applications and be ready to start serving members at the start of your shift. You'll dive into serving members and potential members over the phone and by e-mail. You'll interact with many members through the course of a day and help with any number of requests from purchasing a membership to updating their membership, collect email addresses, explain how members are earning CAA dollars. You'll assist with hotel reservations, help plan a road trip route and ensure the members are protected with travel medical insurance. You'll help members log into our website My Account, you'll share a new spot where members can show their CAA card and save. You'll talk to members who are happy and frustrated but you're able to help all of them have a better day. You'll have regular check-ins with your manager where you can share your successes and where you have opportunity to grow with their guidance. You'll check the cash drawer and ensure the debit and credit cards balance. At some point you'll spend some time dedicated to learning. This could be attending a meeting on teams, reviewing a recorded presentation or self-paced learning to keep on top of all the developments that impact the role or members. While each day may be similar there's so many benefits, products, services and variety of member requests no two days are ever the same. Each interaction is an opportunity to share how members can leverage their CAA membership to extract more value every day.
Member service delivery
- Act as the first point of contact for members and public by phone
- Assist with booking appointments for other CAA services such as Travel and Auto&Property Insurance
- Respond to inquiries related to membership benefits, products, services, website and app functionality.
- Take ownership of member concerns and complaints through to resolution.
- Call members and recently lapsed members to assist them to engage or re-engage with their CAA membership.
Needs Assessment and Sales
- Assess member needs and satisfy their needs by leveraging a consultative approach
- Explain benefits, services and product features
- Qualify and sell memberships, travel insurance, car rentals and hotel reservations
- Promote and cross-recommend additional CAA products and services.
Data Accuracy and Compliance
- Accurately capture and maintain complete member profiles which includes:
- Name
- Address
- Date of Birth
- E-mail Address
- Mobile Phone
- Payment Details
Perform account validation and adhere to CAA's privacy policy and PCI requirements
Follow established procedures and reference documents
Inventory Management:
- Ensure proper inventory levels
- Report and properly dispose of outdated stock
- Follow procedures for inventory transfers in and out
- Order supplies to ensure smooth operation of the store
- Semi-Annual inventory reporting
Administrative Support:
- Balance cash drawer
- Prepare outbound mail
Minimum High School Diploma or Equivalent
Customer service and sales experience
Bi-lingual (English/French)
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