What are the responsibilities and job description for the Membership Retention Specialist position at AAA Northern California, Nevada & Utah?
Why Work For Us?
Responsibilities / Job Duties
- 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
Responsibilities / Job Duties
- 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.
- Continuous Improvement and Collaboration
- Identify areas for improvement in retention strategies, service delivery, or operational efficiency.
- Propose solutions and contribute to the implementation of best practices.
- Excellent verbal and written communication skills.
- Proven ability to build rapport and establish trust with customers.
- Strong sales aptitude and negotiation skills.
- Proficient in using Microsoft Office Suite (Word, Excel, Outlook).
- Ability to thrive in a fast-paced environment and manage multiple priorities.
- Adaptable and receptive to feedback.
- Minimum Requirement:
- High School diploma plus 2-4 years sales, retention, or customer service
- Preferred Requirements:
- Knowledge of AAA products, services, and systems.
- Bilingual communication skills.
Salary : $20 - $22
