Membership Retention Associate Specialist, Remote

About the role

The purpose of this position is to retain current Members that have expressed a desire to cancel their membership by discussing the full array of AAA membership benefits with them. The Specialist position communicates the membership value and helps Members identify benefits that match their needs. This is a work‑from‑home role; candidates must reside in one of the following territories: Connecticut, Delaware, Indiana, Kentucky, Maryland, New Jersey, Oklahoma, Pennsylvania, South Dakota, or West Virginia.

Responsibilities

• Deploys deep product knowledge, problem solving, selling and customer service skills to differentiate AAA from its competitors and communicate the full value of the membership and AAA brand.
• Provides courteous and professional counseling in responding to Member inquiries concerning membership benefits and services, including Financial Services, Roadside Assistance, Travel Services, Insurance and other Member services.
• Operates automatic call distribution (ACD) softphone and PC running Windows‑based and Internet applications.
• Accurately gathers, documents and responds to Members’ needs and matches these needs to appropriate and relevant AAA products and services while demonstrating a pleasant and professional telephone manner.
• Delivers extraordinary customer service to ensure Member satisfaction and create a positive impact on membership renewal rates.
• Cross‑sells additional membership products or upsells additional products, when appropriate.
• Contacts Members by phone or email upon non‑renewal in an attempt to renew membership coverage.
• Collaborates with others to