AAA Northeast Lead Membership Sales & Service Counselor Job Opening in Utica, New York
SUMMARY Acts as functional Lead in Membership Call Center, handling more complex member issues, resolving problems and distributing workflow; receives incoming calls from prospective and current members with the objective of selling new or additional Club products and services; handles incoming calls with the intent of providing Five Diamond Customer Service and to encourage member retention and renewal, using independent judgment, makes decisions which affect member service and satisfaction while exercising appropriate authority to resolve problems
Incumbent is required to assist management in day-to-day activities of the department while still upholding the current responsibilities of a representative. Leads the calibration and the scoring of counselors’ calls, as part of the monthly Quality Call Monitoring Program.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties will be assigned.
Responsible for performing all regular duties of the Sales & Marketing Counselors.
Acts as leader in Membership Call Center, providing functional assistance to counselors as necessary; handles more complex member service issues, demonstrating relationship building skills; resolves problems with Five Diamond Service, focusing on protecting the AAA brand legacy; assists management with daily distribution of workflow, counselors’ real-time schedule adherence and other support duties as necessary.
Assists management with performance management for counselors by identifying trends and/or performance related matter; utilizing department systems for metrics. Conducts monthly one on one coaching with counselors and conducts quarterly side by side monitoring. Provides input for counselor performance review.
Assists supervising the call center; monitors activities of representatives; provides training. Assists management with daily, weekly, monthly department reports. Assists in developing and facilitating department training. Facilitates team meetings throughout the year.
Provides direction and guidance to the counselors in order to defuse more complex member calls. First line of contact for escalated member calls from counselors. Utilizes Five Diamond Service on escalated calls and makes corrections/updates within authority. Answers and tracks calls from the membership assist-line and the occasional walk ups.
Ensures Five Diamond Service standards are maintained; processes telephone calls in an efficient and timely manner; troubleshoots and resolves member problems; acts as knowledgeable Club representative by explaining benefits of AAA products and services, and by directing calls to appropriate business line as necessary.
Monitors call quality through the Call Monitoring Program, scores individual calls based on call attributes and call flow expectations, shares results with management and counselor; tracks daily activity.
Supports membership service function by processing name and address changes received from members over the phone; 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 Southern New England from affiliate clubs.
Develops comprehensive knowledge of products and service offered by AAA Southern New England.
Exhibits culture of helping and serving by providing high quality service to internal and external contacts; identifies opportunities to improve service; makes recommendations to management.
Acts as a liaison with Road Service, Membership, Finance, IT, Member Relations and Insurance to coordinate and gather appropriate information member or department issues.
Handles incoming road service calls as required; follows protocol to gather pertinent information; delivers Five Diamond Service during all member interactions.
Performs other job related duties as required. Performs job duties according to department policies, procedures and practices within scope of authority.
QUALIFICATIONS High school diploma or general education degree (GED) required. Retail sales and/or telemarketing experience desired. Two to four years of Customer Service experience or equivalent experience in another field is required. Strong leadership abilities, ability to negotiate and influence; utilize proper judgment with established authority; excellent interpersonal communication skills with the ability to develop and maintain a team atmosphere; strong organizational skills with the ability to handle multiple tasks simultaneously; proven ability to remain calm under pressure; ability to adapt to changing priorities and conditions; makes decisions, solves problems effectively. Must be able to function as a team member and to support management decisions and initiatives. Must be able to work independently. Must have complete familiarity with the Microsoft Office platform of products.
PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. Specific vision abilities required by this job include close vision of 20 inches or less.
Requisition Number: 20-0019
Title: Lead Membership Sales & Service Counselor Job Opening
Type of Position: Regular
Schedule: Tue, Wed Thu & Sat 8:30am - 5:00pm; Fri 9:30am - 6:00pm. Your schedule may flex up to two hours at the beginning or end of your shift based on seasonal or business needs