Membership Retention Representative

CAA Niagara; Thorold; Hybrid; CAD 26,000 - 28,000; Full time

Benefits offered by this job

Employer-paid health/dental/vision/l&&

Employer-paid travel insurance

Virtual healthcare

Defined contribution pension plan

Professional development

Community volunteer program

Wellness reimbursement

Paid personal and vacation hours

Job summary

CAA Niagara in Thorold, ON is seeking a Membership Retention Representative to engage with members, manage renewals, and deliver outstanding customer service in a busy office environment, acting as a brand ambassador and building lasting relationships.

You will contact members to ensure active status, welcome new members, update payment information, and explain the benefits of membership, Rewards Partners, and account details, while collaborating with the Membership Department to uphold service

Qualifications

• High School Diploma required.
• 2+ years of customer service experience preferred.
• Strong computer literacy and MS Office knowledge.
• Excellent interpersonal and communication skills.
• Able to work under pressure and adapt to change.
• Detail-oriented with strong grammar and brand voice awareness.

Responsibilities

• Call Members to ensure active status of Membership.
• Welcome Members and assist with inquiries.
• Update payment information and process changes to accounts.
• Process renewals and payments.
• Answer inbound calls across business lines and queues.
• Inform Members about Rewards Partners and benefits.
• Maintain accurate member records and data integrity.
• Perform other duties as assigned by Membership Department.

Skills

Interpersonal skills

Communication skills

Adaptability

Attention to detail

Computer literacy

Education

High School Diploma

2+ years of customer service experience

Tools

MS Office

Job description

Membership Retention Representative

Location:Thorold, ON
Status:Full-Time Permanent

This posting is to fill an existing vacancy.

The hourly wage range for this role is $19.00-$20.00.

About the Role

The Membership Department is looking for positive, welcoming individuals who are energetic and motivated by working in a team environment and building relationships to join our team.

CAA Niagara is looking for afull-timeMember Retention Representative (MRR) to join our team.

Reporting to the Membership department, the Retention Representative is a brand ambassador, through and through. They are a key relationship builder with new, current, and past members. Focused on interactions via telephone, the MRR is an expert on our products and services. The MRR excels at building relationships with our members and ensuring they receive the best in customer service.

The MRR is responsible for providing information to our members regarding membership renewals, the benefits of being a CAA Niagara member, and member account information.
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If you are ready to start your next journey, you've come to the right place.

Key Responsibilities

• Contact Members to ensure the continuous active status of their Membership
• Welcome calls to Members
• Service calls to update payment information
• Reminder calls to Members who have missed their renewal date
• Process changes to Membership accounts including address, phone, and email, adding/deleting additional Members and updating payment information
• Process Membership renewals and payments
• Answer inbound calls for various business lines and queues
• Inform Members about our Rewards Partners and the benefits of being a CAA Member
• Perform other duties as assigned

Qualifications & Skills

• Strong computer literary
• Excellent interpersonal and communication skills
• Ability to work under pressure and adaptable to change
• Attention to detail including writing, grammar, and execution in brand voice/tone
• Working knowledge of MS Office Products

Education & Experience

• High School Diploma
• 2+ years of customer service experience

Working Conditions

• Working in an office environment with frequent interruptions
• Work outside regular business hours

What’s In It For You

• 100% employer-paid premiums for health, dental, vision, life, and travel insurance
• Virtual healthcare and nurse navigation support
• Defined Contribution Registered Pension Plan
• Growth, training, and development opportunities
• Give Where You Live program (community volunteer program)
• Green and Wellness Reimbursement Program
• Paid personal and vacation hours

Interview Process

Our process is designed to provide a full picture of how you would contribute to our team:

1. Pre-screening call
2. In-person interview
3. Assessment (if applicable)
4. Background and references
5. Offer

CAA Niagara does not currently use artificial intelligence in screening or selection of applicants.