Member Service Counsellor

POSITION: Member Service Counsellor

LOCATION: North Bay Travel Store – 955 McKeown Avenue, Unit 3B, North Bay, ON

TERM: Full-Time, Permanent 37.5 hours/week

Our Member Service Counsellors deliver exceptional customer service and promote the benefits of CAA memberships and services. They are responsible for greeting Members, providing expert guidance, addressing inquiries, resolving issues, and ensuring overall customer satisfaction.

Member Service Counsellors actively promote and sell CAA memberships, manage Member account updates, and handle merchandise sales to enhance the member experience. They possess excellent communication skills, strong organizational skills, and the ability to work effectively in a team environment.

Responsibilities:

Membership Sales and Renewals:

• Provide outstanding service to members by addressing inquiries, resolving issues, and offering expert guidance on CAA products and services.
• Promote and sell CAA memberships, including upgrades, automatic renewal options, and additional associate memberships to eligible prospects and existing members.
• Efficiently manage Member account updates, including personal information changes, billing preferences, and communication preferences.

Merchandise Sales:

• Sell store merchandise, including travel accessories, automotive products, and other relevant items, to enhance the member experience.
• Provide members with services such as auto travel materials, passport photos, and International Drivers Permits (IDP)
• Assist members in using CAA Express, ensuring a smooth and efficient experience.
• Perform various administrative tasks, including restocking brochures and merchandise, conducting inventory, and accepting insurance payments.

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.

Education and Experience

• High School Diploma or equivalent.
• Proven experience of one (1) year in a retail customer service or sales role
• Proven ability in delivering exceptional customer service, consistently elevating overall customer satisfaction.

Technical Skills:

• Proficient in Microsoft Product Suite (e.g., Word, Excel, PowerPoint)
• Skilled in presentation software and electronic communication tools
• Familiarity with CRM and database software
• Familiarity with POS systems

Organizational Skills:

• Attention to detail and the ability to multitask in a fast-paced environment:
• Ability to manage multiple client requests and administrative tasks while maintaining customer service excellence.

Personal Attributes:

• Exceptional interpersonal and customer service skills
• Detail-oriented and accuracy-driven
• Excellent written and verbal communication skills
• Ability to work effectively in a team environment.
• Self-motivated with the ability to work with minimal supervision.
• Available to work weekends, as required

Compensation:

• Salary: $21.38 per hour
• Health & Dental Benefits
• Pension Plan
• 2 Weeks Vacation
• CAA Classic Membership

Successful candidate is required to join the United Steelworkers

Employment is contingent on a satisfactory Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Job Types: Full-time, Permanent

Pay: $21.38 per hour

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Experience:

• Retail Customer Service: 1 year (required)

Work Location: In person