Member Sales and Service Counselor

Work schedule: Monday-Friday 8:45am-5:15pm; 40-hours per week. At least 2 Saturdays per month 8:45am-1:15pm; when working a Saturday, can opt for a full or 1/2 day off during the M-F workweek. *At times, business needs may require an earlier arrival and/or later departure.

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Responds to incoming calls from prospective and current members, with the objective of selling new or additional Club products and services; processes membership record change requests; supplies detailed information regarding AAA products and services; provides Five Diamond Customer Service to encourage member retention, renewal and new membership sales; tracks daily sales activity; performs outbound marketing efforts as directed.

What you will do:

• For bilingual roles, all responsibilities must be able to be completed in both English and target language.
• Responds to incoming calls from prospective and current Club members; sells memberships, upgrades, and additional products and services.
• Places outgoing calls to prospective members to explain Club services and products, using salesmanship and Five Diamond Service approach to close sales.
• Places outgoing calls to lapsed and former members to secure membership renewals.
• Liaises with business lines and/or affiliate Clubs, connecting members with contacts necessary to achieve the members desired outcome.
• Processes transactions using computerized system for information gathering.
• Tracks daily activity to ensure achievement of departmental goals.
• Develops comprehensive knowledge of products and service offered by AAA Northeast.
• Attempts to resolve collections issues for outstanding membership accounts; mails membership applications to prospective members and a variety of requested membership materials; transfers memberships to AAA Northeast from affiliate clubs.
• Handles incoming emergency road service calls as required; follows protocol to gather pertinent information; delivers Five Diamond Service during all member interactions.
• Other duties as assigned.

Education
High School Diploma or GED Required

Experience

Retail sales and/or telemarketing experience Preferred and Customer Service experience Required

Licenses and Certifications

If for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy Required

Skills

Ability to convince others to buy goods/services or to otherwise change their minds or actions. Encourage, build, and maintain mutual trust, respect, and cooperation with others. Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person. Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations. Ability to add, subtract, multiply, or divide quickly and accurately. Ability to operate a computer with relevant software applications. Ability to maintain confidentiality. Ability to act safely. Ability to prioritize, organize, and accomplish work to achieve specific goals. Developing specific goals and plans to prioritize, organize, and accomplish your work. If for a bilingual job: Verbal and written fluency in the stated target language and English. Ability to facilitate communication between parties who speak two different languages, English and a target language, to effectively and accurately interpret‚ respond. and resolve customer needs and problems.