Member Resolution Representative
Member Resolution Representative
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CAD 41091 - 61637
1 Vacancy
Job Description
Discover
The Opportunity
Reporting to the Manager Contact Center the Member Resolution Representative is responsible for managing and resolving all Member complaints and concerns related to Emergency Roadside Services (ERS). This role focuses on delivering exceptional Member service investigating and resolving issues efficiently and ensuring Member satisfaction while adhering to company policies and service standards. The ideal candidate will possess excellent communication skills a strong problem-solving mindset and a Member-first attitude.
Working Conditions:
- Work Environment: The Member Resolution Representative primarily works in an office setting which may include remote or hybrid work options. The role requires extended periods of computer and phone use in a professional environment.
- Hours of Work: This is a full-time position with a standard workweek of 37.5 hours. Overtime and flexibility may be required to accommodate peak periods Member emergencies or special projects.
- Physical Demands: The role is primarily sedentary but may involve occasional light lifting of office supplies or materials.
- Handling Sensitive Matters: The position involves handling sensitive and potentially escalated Member complaints requiring resilience patience and excellent conflict-resolution skills.
- Collaboration: Regular collaboration with cross-functional teams and departments to resolve complaints effectively and improve Member service delivery.
- Travel: Minimal travel may be required for training team meetings or occasional site visits.
- Technology Requirements: Proficiency in using Customer Relationship Management systems telecommunication tools and standard office software is essential for success in this role.
What youll do
Responsibilities
Complaint Management & Resolution:
- Serve as the primary point of contact for ERS-related Member complaints.
- Investigate and analyze complaints to identify root causes and determine appropriate resolutions.
- Collaborate with internal departments (Dispatch Call Center Fleet Operations Contactor Network) to address and resolve complaints in a timely manner.
- Provide guidance and training to internal departments on policies and procedures ensuring consistent and seamless Member service delivery across the entire CAA Network.
Member Communication:
- Respond promptly to Member inquiries via phone email or other communication channels.
- Provide clear professional and empathetic communication throughout the resolution process.
- Educate Members about policies procedures and services to prevent future misunderstandings.
Documentation & Reporting:
- Accurately document all complaints resolutions and interactions in the MRTS system.
- Prepare regular reports on complaint trends resolution times and Member satisfaction for Management.
- Identify patterns in Member feedback and recommend improvements to ERS processes to Management.
Compliance & Quality Assurance:
- Ensure all resolutions comply with organizational policies legal requirements and industry standards.
- Participate in quality assurance initiatives to enhance service delivery and Member experience.
Continuous Improvement:
- Proactively identify opportunities to improve Member satisfaction and reduce complaint volume.
- Collaborate with team members to share best practices and develop innovative solutions.
What youll need
Qualifications
Education & Experience:
- High school diploma or equivalent required; post-secondary education in customer service business or a related field is preferred.
- 2 years of experience in customer service complaint resolution or a related field preferably in the automotive insurance or service industries.
Skills & Competencies:
- Strong communication skills both written and verbal.
- Bilingual (English/French) is considered an asset.
- Proven ability to handle challenging Member interactions with professionalism and empathy.
- Excellent problem-solving and analytical skills.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Proficiency in CRM applications and Microsoft Office Suite.
- Dedicated to fostering a culture of continuous improvement and operational excellence.
Core Competencies:
- Member/Customer Focus: Demonstrates a commitment to exceeding Member expectations.
- Conflict Resolution: Handles complaints with tact and diplomacy to achieve win-win outcomes.
- Attention to Detail: Ensures accuracy and thoroughness in all documentation and processes.
- Adaptability: Responds effectively to changing priorities and challenges.
Were looking for
Core Skills
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A little bit about us
CAA Atlantic
CAA Atlantic
At CAA Atlantic were not just a company; were a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947 we are deeply rooted in our region but our vision is firmly fixed on the future. Our mission To revolutionize the way people experience safety travel and well-being in the 21st century.
Serving our members with pride across the four Atlantic Provinces were not your typical organization. As a forward-thinking not-for-profit were committed to pushing the boundaries of whats possible.
If youre looking to be part of a company thats leading the charge in modernizing the travel and safety industry look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years were on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together well drive innovation ensure safety and redefine the way Atlantic Canada experiences the world.
Why Work With Us:
- Challenging work with an amazing team
- Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation Ronald McDonald House Atlantic and the Janeway Childrens Hospital Foundation in 2022 in addition to many more)
- A competitive compensation package
- Generous paid time off based on professional experience
- Paid volunteering
- Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
- Health and Safety of employees is the number one priority
- Complimentary Premier CAA Membership
- An in-house gym facility and/or corporate gym rate and partial reimbursement
- An innovative and dynamic work environment
- Ongoing learning and development opportunities
Our Vision: To be the most trusted and sustainable Member organization in Atlantic Canada.
Our Mission: To make a difference every day by anticipating understanding and exceeding the expectations of our Members
Our Core Values
- WE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.
- WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will to provide the safety and security they can count on and deliver the great service theyve come to expect. Our word is our bond.
- WE THINK DIFFERENTLY We create a culture built on being curious embracing new ideas backgrounds and perspectives which expands our thinking and leads to creative solutions.
- WE DO THE RIGHT THING We commit to operating in the best interest of others upholding integrity and being transparent in our actions and decision making.
Diversity and inclusion at CAA Atlantic
As a member-driven organization we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential and we recognize that diverse perspectives enhance our collective innovation creativity and allow us to provide amazing service to our Members.
Accommodation
Applicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.
Are you interested
Work With Us
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages:
Required Experience:
Unclear Seniority
Employment Type
Full-Time
