Work From Home

**About Us**:
Outbound agents will be responsible for conducting outbound sales calls to existing members using predictive dialer technology in order to retain our existing members, process any retention related inquiries and identifying cross/up-sell opportunities while providing an exceptional customer experience.

**Who we are**:
As Canada's largest automobile association, we are passionate about keeping our Members safe
- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development
- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

**Position Details**:
**What You Will Do**:

- Renew expired memberships
- Sell new memberships
- Solicit upgrades and add-ons to existing memberships
- Secure ACCR (Express Renewal) on credit card sales
- Manage call flow in conjunction with navigating screens.
- Provide first call resolution to address all Member concerns and/or discrepancies
- Deliver exceptional customer service by taking a Member-centric approach to call handling - use appropriate voice and style to engage the member,
- Provide appropriate product/service options that are tailored to the needs of Members individually when necessary.
- Satisfying the service expectations and entitlements of all CAASCO’s membership holders
- Creating personal value propositions to maximize revenue potential
- Accountable for Quality & Sales targets as determined by management
- Responsible for adhering to critical contact centre metrics
- Demonstrate active listening and empathy while granting exceptions through empowered decision making
- Escalate complaints through channels of Team Advisors/Supervisors/ Relations for resolution handling when necessary
- Receiving regular feedback/follow-up from Team Advisor and Supervisor
- Actively participate in scheduled coaching sessions with Supervisor to review internal QA, phone metric proficiency, sales/service results and schedule adherence
- Real time side by side/virtual on-the-job coaching conducted by Supervisor to hone service/sales skills
- Personal growth and development planning
- Participating in team meetings/huddles as scheduled by Team Advisor or Supervisor
- Taking part in cross functional team projects/assignments as requested by Supervisor or Manager.
- Participate in quarterly MSS meetings.
- Identify opportunities for process improvements

**Who You Are**:

- Completion of post secondary education
- 1 year experience in sales environment
- Ability to adapt and work effectively within a variety of diverse situations
- Excellent customer service skills - interpersonal, phone etiquette, active listening/empathy, etc.
- Strong sales aptitude
- Excellent communication skills (oral and written)
- Excellent organizational skills
- multi-tasking
- Proficient in Microsoft Office suite
- Familiar with working in pressure environments

**Our Commitment**:
Get ready to drive your career forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development - and we regularly recognize their achievements and outstanding results.

We are caring. We are leaders. We are innovators. We are collaborative. We work hard and play hard. We're about doing what's right and feeling good about it.
- We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs._
- As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment._