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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer retention and sales within a high-volume contact center environment, effectively communicating the value of membership benefits and services. Proficient in cross-selling and upselling AAA products while maintaining exceptional customer service standards.
Highest-signal resume keywords
Customer Retention ExperienceInside Sales SkillsEffective Communication SkillsACD Softphone OperationKnowledge of AAA Products
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SalesMembership Benefits CounselingCross-SellingUpsellingDocumentation of Member NeedsMeeting Production GoalsHandling Complex CallsAnalytical SkillsRemote Work CapabilityLicensing for Sales and Service
Soft Skills
Exceptional AttendancePunctualityCollaborationProblem-SolvingCustomer Service
Tools & Technologies
Windows-Based ApplicationsInternet Applications
Certifications & Qualifications
Sales and Service Licensing
Industry Keywords
AAA MembershipRoadside AssistanceTravel ServicesInsurance ServicesFinancial ServicesContact Center Environment
About the role
Key responsibilities & impact- Retain current Members who have expressed a desire to cancel their membership
- Discuss the full array of AAA membership benefits and help Members identify benefits matching their needs
- Communicate the value of membership and the AAA brand
- Counsel Members regarding membership benefits and services, including Financial Services, Roadside Assistance, Travel Services, Insurance, and other Member services
- Work in a high-volume, multi-channel Contact Center environment
- Meet or exceed established production goals
- Accurately gather, document, and respond to Members’ needs
- Match Member needs to appropriate AAA products and services
- Deliver extraordinary customer service to support Member satisfaction and membership renewals
- Cross-sell or upsell additional membership products when appropriate
- Contact Members by phone or email after non-renewal to attempt membership renewal
- Collaborate with others to achieve results and share ideas and knowledge
- Complete ongoing training courses and maintain knowledge of AAA products and Member benefits
- Stay current on competitive offerings
- Handle complex calls by defusing frustrated or upset callers and tailoring benefit discussions
- Perform other duties as assigned
Requirements
What you’ll need- High School Diploma or equivalent
- Two (2) to five (5) years of customer sales and service and/or retention experience
- Previous inside sales skills that focus on customer care are desirable
- Exceptional attendance and punctuality
- Ability to work overtime and/or holidays as necessitated by business needs and/or weather conditions
- Ability to work remotely if needed
- Effective analytical and oral communication skills
- Ability to obtain appropriate licensing for sales and service as required within 90 days of hire
- Candidates must live within Connecticut, Delaware, Indiana, Kentucky, Maryland, New Jersey, Oklahoma, Pennsylvania, South Dakota, or West Virginia
- Ability to operate ACD softphone and Windows-based and Internet applications
Benefits
Comp & perks- Fully remote/work from home
- Computer equipment provided
- Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays
- Paid Training (all virtual)
- Company-wide Career mobility opportunities
- Monthly Incentive Bonus Plan based off of your individual performance
- Medical, Dental, Vision and Prescription coverage
- 401(k) plan with company match up to 7%
- FREE AAA Premier Membership
- FREE Life Insurance
- Auto repair, travel, and merchandise discount
- Tuition reimbursement
- Disability Insurance
- Supplemental Insurances
- Pet Insurance
- Legal Insurance
- Up to 2 weeks Paid parental leave
- 2+ weeks of PTO within your first year
- Company provided volunteer opportunities + 1 volunteer day per year
- Continual learning reimbursement up to $5,250 per year