• Retention Specialist, Smart Home

    AAA Northern California, Nevada & Utah (Tempe, AZ)


    Why Work For Us?

     

    + Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position

    + 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period

    + Benefits – Medical, Dental, Vision, wellness program and more!

    + Paid Holidays

    + Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.

    + Collaborative Environment – AAA will value your contribution to providing exceptional service to our members

    + Free AAA Classic Membership

    + AAA Product Discounts

    + Tuition Reimbursement Program

     

    .

    ESSENTIAL FUNCTIONS

    + Problem Resolution -Assist in investigating, interpreting, and resolving escalated Member concerns. Determine the appropriate solution to help the organization with Member retention and relationships. Understand and apply company policies, product terms and conditions, and local and state laws, as applicable. Exercise discretion in extending offers, reimbursements, refunds, or exceptions to standard policies based on the situation. Balance Member satisfaction and Member retention with business interests.

    + Member Retention and Reinstatement - Proactively contact members with cancelled or at-risk memberships through calls and emails to understand Member needs and prevent membership loss. Negotiate payment plans and collect payments to reduce cancellations and reinstate memberships. Respond to inbound inquiries from Members regarding membership cancellations or concerns. Address member questions, resolve issues, and provide personalized solutions to prevent cancellations. Meet defined retention and reinstatement goals.

    + Sales and Service Enhancement - Engage with Members to understand their individual needs and preferences. Effectively present and explain the value proposition of various AAA membership offerings. Promote and cross-sell additional products and services (travel, insurance, etc.) to existing members. Answer Member questions, address concerns, and overcome objections to close sales. Cultivate positive relationships with members to foster loyalty and satisfaction.

    + Administrative and Operational Excellence - Adhere to established protocols for managing retention lists, at-risk accounts, and delinquent accounts. Prioritize and execute outreach efforts within set timeframes. Maintain accurate and timely records of all member interactions and actions taken.

    + Communication - Cross departmental collaboration to improve the Member experience (billing, legal, vendors, branches, product, etc.) complaints. Address sensitive issues with professionalism ensuring proper case documentation of Member interactions and resolutions in the Customer Relations Management (CRM).

    + Continuous Improvement and Collaboration - Notify appropriate leadership, including managers and executives, as necessary concerning escalated incidents and works other duties as assigned. Assist in developing and implementing Member retention strategies. Track and measure the effectiveness of retention programs.

    KNOWLEDGE AND SKILLS

    + Strong interest in Customer Relationship Management (CRM)

    + Experience in providing legendary service.

    + Strong analytical and problem-solving skills.

    + Excellent verbal and written communication skills

    + High level of empathy, patience, and sensitivity in handling Member concerns

    + Strong sales aptitude and negotiation skills.

    + Ability to work in a fast-paced environment with strict attention to detail and a focus on delivering high-quality service

    + Ability to work from home independently and make decisions autonomously within set parameters

    EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

    + Minimum Qualifications

    + High School diploma plus 2-4 years of experience in a Member facing position, administrative support, call center, or public service position.

    + Must have basic Member Experience, Monitoring and Tech support experience

    + Role is contingent upon passing a background check.

    + Preferred Qualifications

    + Bilingual communication skills

    + Knowledge of AAA products, services, and systems

    WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS

    Work in an office environment sitting at a desk, table or computer workstation for extended periods of time.

     

    -