Overview

Within the Member Service Call Centre, the Member Service Counsellor provides expert guidance to Members, addresses inquiries, resolves issues, and ensures overall customer satisfaction. They actively promote the benefits of CAA memberships and services, sell CAA memberships, sell Travel Insurance, and manage Member account updates.

The Member Service Counsellor engages in proactive outbound calls to ensure data accuracy and enhancement, executes promotional campaigns, and skillfully handles membership inquiries. They possess excellent customer service skills and thorough knowledge of CAA Member Benefits.

The Member Service Counsellor participates in lead generation activities, responding to Member inquiries, and scheduling appointments with Travel Consultants and Home & Auto Insurance Agents. They possess excellent communication skills, strong organizational skills, and the ability to work autonomously with minimal supervision.

Responsibilities

Inbound Membership Service:

• Efficiently manage member account updates, including personal information changes, billing preferences, and communication preferences.
• Provide outstanding service to members by addressing inquiries, resolving issues, and offering expert guidance on CAA products and services.
• Promote and sell CAA memberships, including upgrades, automatic renewal options, and additional associate memberships to eligible prospects and existing members.

Travel Insurance Sales:

• Offer and sell travel insurance policies to Members, providing guidance on selecting insurance options that align with their specific needs.
• Present pricing options and financial breakdowns transparently to clients.
• Process payments, deposits, and refunds in accordance with company policies and industry standards.
• Maintain accurate financial records and documentation.

Outbound Member Engagement:

• Initiate outbound calls with the goal of proactively enhancing Member engagement and satisfaction.
• Ensure the accuracy and completeness of Member information through data clean-up activities. Including welcoming new Members, issuing renewal reminders, addressing lapsed memberships, and efficiently managing payment declines.

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience

• Travel Industry Council of Ontario (TICO) certification is required.
• Proven experience of one (1) year in a retail customer service or sales role
• Previous experience within a call centre environment is an asset.
• Demonstrated knowledge of CAA Member Benefits

Technical Skills:

• Proficient in Microsoft Product Suite (e.g., Word, Excel, PowerPoint)
• Familiarity with CRM and database software
• Familiarity with Telephony systems

Organizational Skills:

• Attention to detail and the ability to multitask in a fast-paced environment:
• Ability to manage multiple client requests and administrative tasks while maintaining customer service excellence.

Personal Attributes:

• Exceptional interpersonal and customer service skills
• Detail-oriented and accuracy-driven
• Excellent written and verbal communication skills
• Ability to work effectively in a team environment.
• Self-motivated with the ability to work with minimal supervision.

Compensation

• Wage: $18.96 per hour
• Generous Sales Commission Structure
• Health & Dental Benefits
• 2 Weeks Vacation
• CAA Membership

Successful candidate is required to join Teamsters Local 91

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process