AAA Membership Agent
Please read this entire job description carefully, to be sure that you meet all minimum requirements, including being able to have the required home office set-up. Also, be sure to follow any additional instructions listed below. This is a daytime position, part-time (20-30 hours per week) starting at is 8:30 am EST Monday through Friday. Must reside in the following states to apply: OH, TN, FL, IL and NC. Position is 100% remote.
Position Summary:
The primary responsibility of this position is taking inbound membership calls from members. During the call you will be required to ask probing questions, up-sell membership and use rebuttals. Quality assurance checks will be performed daily and all telephone calls will be recorded for training purposes. The pay rate for this project is $15.00 per hour.
Essential Duties and Responsibilities for the Membership Calls:
- Answer inbound Membership calls through Five 9, entering the information into MZP
- Provide accurate information to members regarding membership and policies
- Gather information from the customer
- Accurately note information in MZP
- Accurately update the phone system with the appropriate call disposition after each call
Minimum Requirements:
- High School Diploma or equivalent
- Excellent listening skills
- 1 year of customer service experience handling a high volume of phone calls
- Professional, confident, and articulate voice
- Excellent verbal and written communication skills
- Strong listening and reading skills
- Ability to follow and adhere to company policies, procedures, and scripts
- Ability to learn and retain information
- Ability to control the call
- Comfortable closing a sale by asking the member for the renewal
- Comfortable providing rebuttals to members who are not interested in renewing their membership
- Ability to make consecutive outbound telephone calls during shift
- Strong computer skills with the ability to multi-task in several different computer applications at one time, while answering member questions
- Self-motivated and the ability to work independently in a fast paced environment
- Ability to use desk calculator to determine discounts on membership balances
- Comfortable asking for help when needed and comfortable receiving feedback
- Ability to convey a friendly tone of voice, empathy for the member
- Ability to pass a background check in order to obtain a Motor club license (individuals with any criminal history will not be accepted)
- Minimum typing speed of 20 wpm
Preferred Requirements:
- Previous telemarketing experience
- Previous collections experience
- Previous work-at-home experience
- Previous experience with Five9 or other virtual CRM
- Sales
Special Position Requirements:
- All onboarding is over the telephone & web based with a certified trainer. It is mandatory to attend the entire onboarding. Agents who are late to onboarding or end onboarding early will be dismissed from the project.
Home Office Requirements:
- Desk space for the Windows laptop that is provided by Agent.
- Logitech or Plantronics corded USB headset, Ethernet cable, calculator and mouse to be provided by Agent, prior to onboarding
- High speed DSL, Cable or FiOS internet- 20 Mbps download speed and 5 Mbps upload speed, hard wired to modem. For your convenience, you may use test your speed to determine if your internet meets our requirements: www.speedtest.net
- Completely quiet and professional home office, free from noise, distractions, and interruption during shift
Job Type: Part-time
Pay: $15.00 per hour
Benefits:
- Paid time off
- Work from home
Experience level:
- 1 year
Shift:
- Morning shift
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Work Location: Remote
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