AAA Club Alliance is hiring for Full-Time and Part-time Member Contact Center Sales Specialists to join our Virtual Call Center team!
If you are a Sales-driven and Customer focused individual - we want YOU!
In this role, you'll demonstrate a commitment to enhancing our Member Value by providing exceptional service in a fast-paced, high-volume virtual call center sales environment. In addition to your hourly base pay, you'll have control over how much you earn through our monthly commission plan while being provided the support you need to achieve your goals. If you want to join an organization that rewards hard work and excellence, AAA is the place for you!
Please note: This position is work from home, but you must live in one of our territories listed below in order to be considered.
Connecticut ·Delaware ·Indiana ·Kentucky ·Maryland ·New Jersey ·Oklahoma ·Pennsylvania ·South Dakota ·West Virginia
Work Schedules: Variety of shifts available (day, mid-day and evening)
Virtual Training Requirements:
Training Schedule : First 5 weeks, Monday - Friday, 9:00am - 4:30pm (paid training). Schedules After Training - Full-time (37.5 hours/5 days per week) Part-Time (24 hours/4 days per week) . 1 Weekend Day is required per week for all shifts/schedules.
Access to a stable, secure, high speed, and hard-wired internet connection via Ethernet cable is required t hroughout employment. Contact Center Associates are not authorized to utilize wireless, DSL, Hot Spots, satellite or shared/public internet connections as a means of internet connection.
Next New Hire Class to begin January 2, 2024
What AAA can provide you:
$15.00 - $17.00 base pay hourly rate; plus, Monthly commission plan (Average earnings are $350 - $500 based on individual performance)
8% shift differential for 2nd shift hours worked.
All required computer equipment will be provided to you by AAA Club Alliance
401(k) plan with company match up to 7%
Wellness and Health Advocate Programs
Educational Assistance
Child & Family care benefit
Free AAA premier membership
Comprehensive Benefits Package for FT positions include Health, Life, Dental, Vision, Prescription, PTO, etc.
The ideal candidate will:
Be pleasant, professional, and have a smile in your voice when speaking on the phone (excellent communications skills)
Deliver extraordinary customer service to ensure member satisfaction
Answer inbound calls to process new member sales, add-ons, upgrades, automatic renewals and transfers and processing credit card payments
Help answer questions about AAA products and services
Provide advice about travel, tours, and directions
Consistently upsell and cross sell other AAA products and services (discounts, credit cards, insurance, etc.)
Help our members in their time of need by taking roadside assistance calls and accurately capturing the details of their needs.
What we need from you:
High School Diploma or equivalent.
(2-5) years of sales and customer service experience, Call Center/inbound call taking experience preferred.
Excellent Communication Skills
A quiet, private work space free from distraction or interruption
Strong ability to troubleshoot and multi-task in fast-paced work environment.
Able to use a Windows based computer with ease.
Able to secure the appropriate licensing for sales as required.
Ability to work overtime and/or holidays as necessitated by business.
The ability to work the first and last day of the month as well as days after a Holiday.
Must be responsible for maintaining a stable, secure and hard-wired internet connection throughout employment. Contact Center Associates are not authorized to utilize Wi-Fi as a means of internet connection.
What you will be doing as a Member Contact Sales Associate:
Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members with various questions/concerns.
Operate automatic call distribution (ACD) telephone set and PC running Windows-based and Internet applications.
Accurately gather, document and respond to members' needs and matches these needs to appropriate and relevant AAA products and services while demonstrating a pleasant and professional telephone manner.
Deliver extraordinary customer service to ensure member satisfaction and create a positive impact on membership renewal rates.
Counsels members concerning auto travel requests for TripTiks, maps, and Tour books. Provides verbal road directions to members and answers travel related inquiries.
Responds to members' requests for information regarding membership related issues. Investigates membership related discrepancies and maintains existing membership data via online access to membership system.
Responds to membership sales calls, including processing new member sales, associate add-on memberships, Plus, Plus RV and Premier up grades, automatic renewals and transfers. Uses probing questions to determine members' needs and recommend specific products or services.
Processes credit card payments for all new memberships, renewals, upgrades and associate member add-ons.
Enrolls members in Driver Improvement course and Mature Operator's courses. Processes credit card payments at time of enrollment.
Assists members in obtaining Roadside Assistance by recording accurate information and advising them of service options and procedures.
Responds to, records and resolves members' concerns. Utilizing the comment tracking system, AIC Web, CRM and e-mail as appropriate to record member feedback for follow up by Member Relations department or other appropriate business lines.
Asks probing questions to determine member's information/service needs and recommends options. Offers products and services relevant to the members' individual circumstances by reviewing relevant product features and benefits.
Meets or exceeds measurement standards for sales and service (Occupancy, ASA, A/R, Quality Monitoring, Sales goals).
Maintains an organized work area.
Keeps current on new developments, products, services, policy changes, etc. and applies them correctly in performing tasks. Maintains a high level of expertise in technical/functional areas.
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AAA Club Alliance (ACA) is an equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion: At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
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