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

• Travel Industry Council of Ontario (TICO) certification is required.
• Proven experience of one (1) year in a retail customer service or sales role
• Previous experience within a call centre environment is an asset.
• Demonstrated knowledge of CAA Member Benefits

Technical Skills:

• Proficient in Microsoft Product Suite (e.g., Word, Excel, PowerPoint)
• Familiarity with CRM and database software
• Familiarity with Telephony 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.

Inbound Membership Service:

• Efficiently manage member account updates, including personal information changes, billing preferences, and communication preferences.
• 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.

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.

Outbound Member Engagement:

• Initiate outbound calls with the goal of proactively enhancing Member engagement and satisfaction.
• Ensure the accuracy and completeness of Member information through data clean-up activities. Including welcoming new Members, issuing renewal reminders, addressing lapsed memberships, and efficiently managing payment declines.