Member Service Consultant

CAA Club Group; Ottawa; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading membership organization in Ottawa seeks a Member Service Consultant to deliver exceptional customer service. This role involves assisting members with memberships, travel insurance, and merchandise sales, while maintaining a high standard of customer satisfaction. Candidates should possess a high school diploma, customer service experience, and proficiency in Microsoft Office. Competitive compensation includes a salary of $20.25 per hour and additional benefits.

Benefits

Generous Sales Commission Structure

3 Weeks Vacation

CAA Classic Membership

Qualifications

• 1 year of experience in a retail customer service or sales role.
• Proven track record of delivering exceptional customer service.
• TICO Certification is an asset, to be attained within 3 months.

Responsibilities

• Provide outstanding service to members by addressing inquiries and resolving issues.
• Promote and sell CAA memberships and travel insurance.
• Sell store merchandise and provide administrative support.

Skills

Customer service

Communication skills

Organizational skills

Sales skills

Education

High School Diploma or equivalent

Tools

Microsoft Product Suite

CRM software

POS systems

Job description

Overview

Our Member Service Consultants deliver exceptional customer service and promote the benefits of CAA memberships and services. They are responsible for greeting Members, providing expert guidance, addressing inquiries, resolving issues, and ensuring overall customer satisfaction. Member Service Consultants actively promote and sell CAA memberships, manage Member account updates, sell Travel Insurance, and handle merchandise sales to enhance the member experience. They possess excellent communication skills, strong organizational skills, and the ability to work effectively in a team environment.

Responsibilities

• Membership Sales and Renewals:
  • 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.
  • Efficiently manage Member account updates, including personal information changes, billing preferences, and communication preferences.
• 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.
• Merchandise Sales:
  • Sell store merchandise, including travel accessories, automotive products, and other relevant items, to enhance the member experience.
  • Provide members with services such as auto travel materials, passport photos, and International Drivers Permits (IDP).
  • Assist members in using CAA Express, ensuring a smooth and efficient experience.
  • Perform various administrative tasks, including restocking brochures and merchandise, conducting inventory, and accepting insurance payments.

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

• High School Diploma or equivalent.
• Proven experience of one (1) year in a retail customer service or sales role.
• Proven ability in delivering exceptional customer service, consistently elevating overall customer satisfaction.
• TICO Certification is an asset. Certification must be attained within 3-month probationary period.

Technical Skills :

• Proficient in Microsoft Product Suite (e.g., Word, Excel, PowerPoint).
• Skilled in presentation software and electronic communication tools.
• Familiarity with CRM and database software.
• Familiarity with POS 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.
• Available to work weekends, as required.

Compensation

• Salary: $20.25 per hour
• Generous Sales Commission Structure
• 3 Weeks Vacation
• CAA Classic Membership

Employment is contingent on a satisfactory Criminal Background Check and references.

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