Membership Retention Representative

Job summary

The Membership Retention Representative is responsible for managing member accounts, processing renewals, and ensuring continuous active status through proactive outreach. They act as a brand ambassador by answering inbound calls and educating members on products, services, and rewards benefits.

Job details

Who We Are CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products. A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day! Membership Retention Representative Location: Thorold, ON Status: Full-Time Permanent This posting is to fill an existing vacancy. The hourly wage range for this role is $20.00-$23.00 About the Role The Membership Department is looking for positive, welcoming individuals who are energetic and motivated by working in a team environment and building relationships to join our team. CAA Niagara is looking for a full-time Member Retention Representative (MRR) to join our team. Reporting to the Membership department, the Retention Representative is a brand ambassador, through and through. They are a key relationship builder with new, current, and past members. Focused on interactions via telephone, the MRR is an expert on our products and services. The MRR excels at building relationships with our members and ensuring they receive the best in customer service. The MRR is responsible for providing information to our members regarding membership renewals, the benefits of being a CAA Niagara member, and member account information. . If you are ready to start your next journey, you've come to the right place. Key Responsibilities Contact Members to ensure the continuous active status of their Membership Welcome calls to Members Service calls to update payment information Reminder calls to Members who have missed their renewal date Process changes to Membership accounts including address, phone, and email, adding/deleting additional Members and updating payment information Process Membership renewals and payments Answer inbound calls for various business lines and queues Inform Members about our Rewards Partners and the benefits of being a CAA Member Perform other duties as assigned Qualifications & Skills Strong computer literary Excellent interpersonal and communication skills Ability to work under pressure and adaptable to change Attention to detail including writing, grammar, and execution in brand voice/tone Working knowledge of MS Office Products Education & Experience High School Diploma 2+ years of customer service experience Working Conditions Working in an office environment with frequent interruptions Work outside regular business hours What’s In It For You 100% employer-paid premiums for health, dental, vision, life, and travel insurance Virtual healthcare and nurse navigation support Defined Contribution Registered Pension Plan Growth, training, and development opportunities Give Where You Live program (community volunteer program) Green and Wellness Reimbursement Program Paid personal and vacation hours Interview Process Our process is designed to provide a full picture of how you would contribute to our team: Pre-screening call In-person interview Assessment (if applicable) Background and references Offer CAA Niagara does not currently use artificial intelligence in screening or selection of applicants. CAA Niagara is an equal opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.

What you’ll do

The Membership Retention Representative is responsible for managing member accounts, processing renewals, and ensuring continuous active status through proactive outreach. They act as a brand ambassador by answering inbound calls and educating members on products, services, and rewards benefits.

Requirements

Candidates must have a high school diploma and at least two years of customer service experience. Strong computer literacy, excellent communication skills, and proficiency in MS Office products are required for this role.

Benefits

• Health insurance • Dental insurance • Vision insurance • Life insurance • Travel insurance • Virtual healthcare • Nurse navigation support • Defined contribution registered pension plan • Growth, training, and development opportunities • Community volunteer program • Green and wellness reimbursement program • Paid personal hours • Paid vacation hours

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• adaptability · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• MS-Office · Preferred
• Data entry · Preferred
• Communication Skills · Preferred
• Relationship Building · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Relationship building
• Communication skills
• Interpersonal skills
• Computer literacy
• Attention to detail
• MS Office
• Problem solving
• Adaptability
• Telephone etiquette
• Data entry
• Conflict resolution
• Inbound Calls
• Workplace Inclusivity
• Energetic
• Virtual Health
• Artificial Intelligence
• Customer Service
• Communication
• Training And Development
• Grammar
• Writing
• Detail Oriented

Job areas

• Customer Service & Support
• Administrative
• Membership Representative
• Membership Sales Representative
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel