Member Service Representative

3 days ago

Thunder Bay, Canada CAA North & East Ontario Full time

**LOCATION: Hybrid: Work-From-Home / 585 Memorial Ave. Thunder Bay, ON** **TERM: 9-Month Contract** **Summary**: The Member Service Representative will act as a liaison between Members and the Automotive Services Department and as back up to both regional coordinators. They will provide service information and resolve any emerging problems that our members might face with accuracy and efficiency. The best Member Service Representatives are genuinely excited to help; they are patient, empathetic and can communicate passionately. The Member Service Representative must be appropriately empathetic and advocate for the member when necessary. Member feedback is priceless, and a Member Service Representative can gather this feedback for the club. Problem Solving comes naturally for this person. They are confident at trouble shooting and will investigate if they don’t have enough information to resolve member concerns. Their target is to ensure top shelf service standards, respond efficiently to member enquires, and maintain high member satisfaction. **Responsibilities and Duties**: - Work with our contractor network to provide solutions to troubleshooting any system issues. - Respond to customer complaints, escalating as appropriate to the management team. Build sustainable relationships and trust with members through open and interactive dialogue. - Provide accurate, valid, and complete information to the member and Club personnel. - Handle member concerns, provide solutions and alternatives within a proper time limit. - Ensure Member Response Tracking System (MRTS) is updated, and cases are closed by following up with members to ensure timely resolution as required - Log progress of service issues on member file - Facilitate the damage claim process with our Contractor network and be the liaison for members with contractors on damage claims. - Perform miscellaneous duties including member reimbursements, damage claim processing, "Goodwill" claim processing. - Communicate effectively with our Finance department when facilitating any monetary claims. - Obtain contractor insurance, background checks, and Commercial Vehicle Operators Registration (CVOR) reports. - Assist in maintaining contractor’s vehicle, driver and facility information. - Act as a backfill to either regional coordinator as required. **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. - Previous experience in the towing industry is an asset. - Previous experience working within the automotive sector is an asset. - Previous experience in Customer Service and/or Retention is an asset. - Basic Vehicle Mechanical knowledge is an asset. - Comfort working with databases is an asset. - Strong Computer/Technology skills. - Ability to work independently. - Very strong Communication skills. - Strong self-management and organizational skills. - Bilingualism is an asset. **Compensation** - Salary: $45,000 - $50,000 per annum - Paid Vacation - CAA Membership Employment is contingent on satisfactory results of a Criminal Background Check and references. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

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