Call Center Sales Rep

AAA - North Andover, MA

Full-time - Entry Level

North Andover, MA

Administrative and Support Services

About the position

The Call Center Sales Representative at AAA Northeast is responsible for generating outbound retention calls and managing inbound calls to enhance Club membership totals. This role emphasizes customer service and effective communication to explain the benefits of AAA membership, resolve issues, and support various Club departments. The position is integral to maintaining and growing the membership base through proactive outreach and exceptional service delivery.

Responsibilities

• Places outbound retention calls to potential and lapsed members.
• Conducts research on member contact information and generates physical and electronic mailings if necessary.
• Utilizes customer service training and communication skills to emphasize the value of membership with AAA.
• Receives incoming calls from prospective and current Club members, explaining benefits and selling memberships and additional products.
• Closes sales by obtaining accurate member and credit card information using a computerized system.
• Answers phone inquiries from members and processes change requests in a timely manner.
• Troubleshoots and provides problem resolution for member inquiries.
• Delivers Five Diamond Service standards on every call or conversation with members and co-workers.
• Provides support for Branch Offices and other Club departments.
• Answers questions regarding membership policies, procedures, and programs.
• Works closely with Club trainers to introduce new procedures and may assist with employee training and mentoring.
• Utilizes various communication and data processing technology including MemberzPlus, Touch Points, D-3, Navigator, Outlook, Excel, and Word.

Requirements

• Experience in customer service or sales roles.
• Proficient in Microsoft Excel and other data processing technologies.
• Strong communication skills, both verbal and written.
• Ability to troubleshoot and resolve issues effectively.
• Understanding of membership policies and procedures.

Nice-to-haves

• Experience in a call center environment.
• Familiarity with AAA membership benefits and services.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• 401k retirement savings plan.
• Employee discounts on services and products.