[Hiring] Bilingual (French & English) Virtual Membership Advisor @CAA Atlantic

Role Description

The Bilingual (French & English) Virtual Membership Advisor 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. Hours of operation are Monday to Friday 8am to 7pm, and Saturdays 10am to 5pm.

Responsibilities

• Member Service Delivery
  • Act as the first point of contact for members and public by phone and email
  • 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
  • Sales of online gift cards
  • Support with compiling customized road trip guides
• 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 Detail
  • 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
  • Follow procedures for inventory transfers in and out
  • Order supplies to ensure smooth operations
  • Semi-Annual inventory reporting

Qualifications

• Minimum High School Diploma or Equivalent
• Bilingual - French and English languages required
• Able to work a rotational shift, including evenings and Saturdays
• Customer service and sales experience
• Travel industry experience is an asset
• Must reside within 100 KM of a CAA Atlantic office
• Excellent communication skills
• Strong attention to detail
• Agile, with the ability to manage priorities
• Problem solving abilities, with a growth and continuous improvement mindset
• Collaborative team player

Benefits

• Challenging work with an amazing team
• Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children’s Hospital Foundation in 2022, in addition to many more)
• A competitive compensation package
• Generous paid time off based on professional experience
• Paid volunteering
• Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
• Health and Safety of employees is the number one priority
• Complimentary Premier CAA Membership
• An in-house gym facility and/or corporate gym rate and partial reimbursement
• An innovative and dynamic work environment
• Ongoing learning and development opportunities