Job Information
The Auto Club Group Membership Sales and Service in Dearborn, Michigan
It's a great time to join AAA The Auto Club Group!
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Job Type: Full time
Exempt/Non Exempt: Hourly
Job Description:
Position Description
Primary Duties and Responsibilities (details of the basic job functions):
Under general supervision, receives, responds and handles incoming telephone calls (In the near future this will include Click-to-Chat) from members in a professional, friendly and courteous manner. Utilize Selling skills to build the Member relationship/experience while maximizing information and sales opportunities.
Through consultation cross sells appropriate club products using expertise, listening skills, member information, job and product knowledge and the next best opportunity platform to maximize sales.
Consistently demonstrates positive service attitude to members by accurately and courteously explaining policies and procedures.
Handle, resolve and process all membership enquiries through first call resolution including billing, renewal, upgrades, payments, information changes, duplicate cards, processing payments etc. Fulfilling and closing promotional information and publications such as new membership packets, magazines, emblems, SYC&S information etc.
Sell new memberships, upgrades whenever possible to increase base growth. Act as primary contact for membership sales through Infomercials, retail cards, direct mailings and promotions.
Maximize all NBO opportunities - account maintenance, sales, lead management, warn transfer skills etc. through transition and closing skills.
Assist members through consultation giving verbal and written email information including but not limited to - directions, attractions, hotels, State parks, other areas of interest, weather conditions, road closures, member information, show your card and save program. Complete Triptik requests; assist in auto vacation planning etc.
Receive and process Emergency Road Service calls as needed and during disaster situations. Carries out the duties as outlined in the ERS RAS position description.
Supervisory Responsibilities (briefly describe, if applicable, or indicate None): none
Required Qualifications (these are the minimum requirements to qualify)
Education (include minimum education and any licensing/certifications):
High school diploma or equivalent
Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products
Experience:
Prior experience in a customer servicing and relationship position.
Knowledge and Skills:
Basic computer knowledge and skills.
Must have excellent communications skills and good customer service skills with the ability to set personal goals based on job requirements and be team oriented.
Must have soft sell skills and be able to multi-task.
Preferred Qualifications
MS Office Suite (Word, Excel, PowerPoint)
Previous experience in call center environment.
Work Environment
Works in a temperature controlled office environment. Must work non-standard hours, such as nights, weekends, split shifts, holidays, on an as-needed basis; shifts may be flexible as assigned. (Center open 365 days).
Who We Are Become a part of something bigger.
The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping ou