Member Retention Counselor (59875)

Monday–Friday 10:00 am–7:00 pm, alternating Saturdays 9:00 am–1:00 pm.

Responsibilities

• Place outbound retention calls to potential and lapsed members.
• Work from files and member lists across the company, including other regions.
• Conduct research on member contact information; generate physical and electronic mailings as needed.
• Utilize customer-service training and communication skills to emphasize the value of AAA membership and grow Club membership totals.
• Receive inbound calls from prospective and current members; explain membership benefits, sell Primary and Associate memberships, upgrades, and additional products/services; close sales by obtaining accurate member and credit-card information via computerized system.
• Answer phone inquiries and ensure timely, effective processing of all change requests; escalate issues as necessary.
• Troubleshoot and resolve member problems.
• Deliver Five-Diamond Service standards on every call or conversation with members, prospective members, and coworkers.
• Apply Club guidelines, including Value Statement, Club Culture, and Code of Conduct.
• Provide support to Branch Offices and other Club departments; answer questions and clarify membership policies, procedures, and programs.
• Collaborate with Club trainers on new procedures and policies; assist with employee training and mentoring as directed by the department Manager.
• Use communication and data-processing technology: MemberzPlus, Touch Points, D-3, Navigator, Outlook, Excel, and Word.
• Perform other job-related duties as assigned.

Requirements

• High School Diploma or GED required.
• 1–3 years of customer-service experience required.
• 1–3 years of sales and/or telemarketing experience required.

Benefits

• Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• 6% company match on 401(k) retirement plan; contributions fully vested and made every pay period.
• 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, and up to $6,000 in tuition reimbursement.

Pay

Competitive base pay, annual bonus opportunities, and—for certain roles—additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role; individual pay is based on job-related skills, experience, shift, and geographic location.