Member Service Consultant

POSITION: Member Service Consultant

LOCATION: Ottawa Travel Store – 1331 Clyde Ave, Ottawa, ON

TERM: Full-Time, Permanent

Our Member Service Consultants 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 Consultants actively promote and sell CAA memberships, manage Member account updates, sell Travel Insurance, 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.

Travel Insurance Sales:

• Offer and sell travel insurance policies to Members, providing guidance on selecting insurance options that align with their specific needs.
• Present pricing options and financial breakdowns transparently to clients.
• Process payments, deposits, and refunds in accordance with company policies and industry standards.
• Maintain accurate financial records and documentation.

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.
• TICO Certification is an asset. Certification must be attained within 3-month probationary period.

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:

• Base Salary: $39,500
• Generous Sales Commission Structure
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

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: $39,500.00 per year

Benefits:

• Company events
• 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)

Licence/Certification:

• TICO (preferred)

Work Location: In person