[Hiring] Part Time Virtual Membership Advisor @CAA Atlantic

Role Description

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:

• Log into multiple computer applications to start serving members.
• Serve members and potential members over the phone and by e-mail.
• Assist with requests from purchasing a membership to updating their membership.
• Collect email addresses and explain how members earn CAA dollars.
• Assist with hotel reservations and planning road trip routes.
• Ensure members are protected with travel medical insurance.
• Help members log into the My Account website.
• Share new spots where members can show their CAA card and save.
• Handle interactions with both happy and frustrated members.
• Have regular check-ins with your manager for guidance and growth opportunities.
• Check the cash drawer and ensure debit and credit cards balance.
• Dedicate time to learning through meetings, presentations, or self-paced learning.

What you'll do

Responsibilities

• Member service delivery
  • Act as the first point of contact for members and the 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 in engaging or re-engaging 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.

Qualifications

• Minimum High School Diploma or Equivalent.
• Customer service and sales experience.
• Bi-lingual (English/French).
• You must reside within 100 KM of a CAA Atlantic office (i.e., 330 John Savage Ave, Dartmouth NS or 378 Westmorland Rd, Saint John, NB).

Benefits

• Challenging work with an amazing team.
• Strong commitment to the community and giving back (more than $50K in charitable giving in 2022).
• A competitive compensation package.
• Generous paid time off based on professional experience.
• Paid volunteering.
• Telemedicine - provides 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.