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Member Experience Representative
3 months ago
Work at an award-winning top employer If you are looking for an empowering and progressive place to shape your future, then you've landed in the right place at BCAA.
With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province.
Share our purpose to empower British Columbians to move forward.- BCAA has been named one of BC's Top Employers 2023
What BCAA offers you:
- It's not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2021, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
- Our team members get to make a difference in the lives of our Members and their communities every day.
- We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
- We enthusiastically support learning and advancement opportunities for our team members.
- We are an equal opportunity employer that's committed to accessible, inclusive employment.
- Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
- Member Experience Representative (Remote)
Summary:
_
Reporting to the Manager, Member Experience, as one of BCAA's Member experience enablers, you create long-lasting relationships with our Members, Fleet Drivers and Approved Contract Service Providers, by delivering amazing experiences so that BCAA is the most trusted organization in British Columbia.
As part of BCAA's Road Assist Contact Centre, which services our Members 24 hours a day, 7 days a week, you are a caring service professional who handles requests for emergency roadside assistance, and other assigned queues.
Key Responsibilities:
_
Manage Member requests
- Handle in/outbound calls to meet required BCAA and AAA/CAA service levels and Member satisfaction targets
Utilize the Customer Experience Framework with all member interactions
Resolve Member concerns by following BCAA's Member resolution standards. Escalate service requests as needed
Update Member accounts and document Member feedback
Within a needs-based environment, assist members with their purchase of a BCAA membership, JOA's, upgrades and renewals and process payments
Review membership product terms and conditions. Limit errors and omissions
Refer BCAA Auto Service Centres when appropriate
Support BCAA products and services to new and renewing members
Other duties as required
Acquire and maintain product and systems knowledge
- Active learning: Keep up to date with membership knowledge, geographical knowledge, Club policies, terms and conditions and competitor's product offerings
Attend required BCAA training courses
Scope:
_
Operating Budget:
None
Capital Budget:
None
Limits of Authority:
None
Personnel:
None
Relationships:
_Reports to: Manager, Member Experience - Road Assist Contact Centre
Reporting Team:
None
External:
Members, BCAA Approved Contract Service Providers, other local towing companies, BCAA's roadside assistance partners (e.g. Club Auto) and BCAA-supported charities
Other:
Other Road Assist Contact Centre team members, Fleet and Remote Fleet Drivers, BCAA Relationship Managers, other AAA/CAA clubs,, BCAA Service Locations, ASC's, Member Contact Centre and head office divisions such as Finance, People & Development and Information Services
Qualifications:
_
Education:
Completion of Grade 12
- Experience: One year experience interacting with customers in a in a sales and service environment.
- Technical Skills:
- Minimum keyboarding skills of 35 WPM and 5,000 keystrokes per hour
Working knowledge of MS Office Suite products (Word, Excel, Outlook)
Qualitative Skills:
- Proven customer experience skills
Proven judgment and decision-making abilities. Must be able to quickly consider costs and benefits in order to make the right decision
Proven critical thinking abilities within a complex environment. Must be able to use logic and reasoning to identify the strengths and weaknesses of alternative soluti
