Member Service Representative

6 months ago

Thorold, Canada CAA Niagara Full time

**WHO ARE WE**:
CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership, and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 150,000 members across Niagara, allowing us to focus on earning your continued trust, every day

WHY JOIN CAA NIAGARA?

At CAA Niagara, we offer a great total rewards package that includes:

- 100% employer-paid premiums for health, dental, vision, life insurance, travel insurance
- Online Healthcare and Nurse Navigation Support
- Defined Contribution Registered Pension Plan
- Growth/Training and Development opportunities
- Give Where You Live Program (Community Volunteer Opportunities)
- Green / Wellness Reimbursement Program
- A focus on your Health & Wellbeing: With paid personal hours & programs designed to encourage individual wellness
- Many social events, committees to join, opportunities to participate, and feel the CAA Niagara pride

The Member Service Representative (MSR) is the first point of contact in our branch locations and is a true ambassador of our products and services. The MSR excels at building relationships with our members by treating them like family and ensuring they receive the best in customer service.

The MSR is responsible for providing information and selling many of our products and services including but not limited to Roadside Assistance Memberships, Out of Province Medical Insurance, hotel bookings and car rentals, maps and tour books, and attraction tickets.

**MAIN RESPONSIBILITIES**:

- Greet members upon arrival to branch or via telephone
- Act as an ambassador for CAA Niagara, building relationships and focus on providing exceptional service to all visitors
- Provide information to visitors or inbound callers on membership services, including but not limited to joining and renewing memberships, savings partners, insurance products, auto touring, hotels, group tours and travel services, rewards and CAA Niagara events
- Collect member information and accurately enter into appropriate systems
- Conduct outbound calling as required for membership matters
- Complete opening and closing duties, including prepping work area, closing point of sale/ cash drawer
- Provide information on and sell out of province medical insurance, adhering to all regulations and processes
- Ensure overall office cleanliness
- Participate in ongoing training to expand skill set
- File, sort and stock brochures, maps and other paperwork as needed
- Other duties as assigned

**REQUIREMENTS**:
To be seriously considered for this role, please have the following in regard to:

- Must have or be able to obtain TICO certification within the first three months
- Experience: Previous Customer Service experience preferred
- Skills: You must have strong computer literacy, exceptional interpersonal and communication skills, and adaptability to change.
- Characteristics: You are self-motivated and have a passion for continuous learning. You have a strong member-centric approach to customer service
- Hours & Location: as a Member Services Representative, you must be able to work flexible hours, including days, evenings, and weekends on rotation. You must have the ability to work at any one of our four locations: Grimsby, St. Catharines, Welland, and Niagara Falls

**WORKING CONDITIONS**:

- Office environment with long periods of standing
- Constant communication with others

CAA Niagara values diversity in our workforce, as well as in our members, suppliers and others. We provide equal employment opportunity for all applicants and Employees and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.

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