• Responds to member/customer requests for emergency road service • Obtains information regarding type of service required • Provides basic information regarding Emergency Road Service benefits • Communicates with contractors to provide information regarding member location • Notifies member of estimated time of arrival • Recognizes, promotes and processes membership sales opportunities • Verifies completed status of call and closes out on system

• Responds to member/customer requests for emergency road service in a call center environment. • Obtains information regarding type of service required (e.g. vehicle location, type of problem, etc.). • Provides basic information regarding Emergency Road Service benefits in accordance with Customer Interaction Model. • Performs geographical location spotting to determine potential service providers. • Communicates with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtains estimated time of arrival. • Enters data into D2000 database and documents all relevant details. • Notifies member of estimated time of arrival and name of contractor. • May communicate with contractor if service not provided within specified time period and update member on status as necessary. • Recognize, promote and process membership sales opportunities. • Verifies completed status of call and closes out on system.

• Réceptionner les appels entrants et émettre des appels sortants • Identifier l’objet de l’appel et répondre aux demandes • Saisir les informations et gérer les dossiers clients en back-office • Assister aux formations sur les produits et services • Utilisation quotidienne de l’IA pour personnaliser les réponses aux clients

• Provide timely and professional support to association members via Freshdesk ticketing system and inbox support. • Manage, track, and resolve customer support tickets efficiently. • Ensure all member inquiries are addressed accurately and in a timely manner. • Assist with the rollout and ongoing use of Freshdesk for support ticket management. • Handle initial sales inquiries when the main sales setter is unavailable. • Provide coverage particularly on Sundays and Mondays, as the current setter works Tuesday through Saturday. • Ensure all inbound inquiries are acknowledged and directed appropriately. • Assist with Klaviyo email and SMS campaigns, including campaign setup, edits, and scheduling. • Manage lists and audience segmentation within Klaviyo. • Support the migration from AWeber to Klaviyo, ensuring data and lists are transferred correctly.