Member Relations Advisor (Ontario & Manitoba) - CAA

About the Role

About Us

Our Membership Relations team is made up of driven, customer-oriented advisors who are obsessed with Member safety. This role is a work from home opportunity.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

In this role, you will be working on things like:

• Handling complex escalations and investigations for Members

• Working with Members to assess claim reimbursement requests

• Managing the Medallia survey detractor process for Road Service and MSS teams 

• Providing a final review and recommendation for Special Investigations Unit (SIU) requests 

• Taking ownership of the Member experience while building rapport and demonstrating empathy on every call

• Balancing the needs of the Member and CCG to find a fair and equitable resolution to Member claim and escalation requests 

JOB REQUIREMENTS:

• Completion of post-secondary education

• Experience in customer escalations and resolutions 

• Proficient in Microsoft Office Suite 

• Excellent customer service skills 

• Ability to adapt and work effectively within a variety of diverse situations 

• Excellent organizational and multi-tasking skills

• Ability to remain calm under pressure

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and with the Manitoba Human Rights Code and the Accessibility for Manitobans with Disabilities Act, 2013 (AMA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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