Member Experience Representative

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose - delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

Position title: Member Experience Representative

Reports to: Manager, Member Experience - Road Assist Contact Centre

Salary grade: 6

Location/Department: Road Assist

Date: July 1, 2018
- Summary:_

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. In addition, you are a brand ambassador who sells and renews memberships. You meet and exceed our Member’s expectations each and every time within this telephone-based environment.
- Key Responsibilities:_

Manage Member requests- Handle in/outbound calls to meet required BCAA and AAA/CAA service levels and Member satisfaction targets- Process service requests accurately to ensure Members needs are fulfilled- 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- Maintain working knowledge of all BCAA membership, best practices, standards, policies, processes and systems- 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- Ability to utilize Google Maps (or similar)- Working knowledge of MS Office Suite products (Word, Excel, Outlook)

Qualitative Skills:

- Proven customer experience skills- Strong written and verbal communication skills. Proven ability to clearly articulate information in English to all demographics by telephone.- 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 solutions, conclusions or approaches to problems.- Demonstrated ability to work within a team environment- Demonstrated active listening skills- Demonstrated multi-tasking abilities- Ability to work in a fast-paced environment- Geographical knowledge of British Columbia, Yukon and immediate surrounding areas

Availability and flexibility to work a variety of shift combinations in a 24/7 operation

Background Check: Must successfully pass a background check, which may include a criminal, credit, and credential check

Preferred Qualifications:

- One year post-secondary education- Contact Centre experience- Knowledge of BCAA systems such as D3, NEAT, Verint and Cisco and/or demonstrated ability to learn proprietary computer programs- Completion of BCAA Membership and/or Member Resolution training

What we offer:

- The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.- Career and personal development to help you grow and reach