Member Retention Supervisor

About the role

Are you a leader who loves developing people, driving results, and turning challenges into opportunities?

Join a team where your leadership can directly influence member loyalty and business results. As a Retention Supervisor, you’ll coach and develop frontline Agents, drive sales and retention performance, and create an environment where exceptional service and strong results go hand in hand.

In this role, you’ll

• Inspire and coach a team to achieve retention, sales, service, and productivity goals.
• Develop Agents’ ability to overcome objections and confidently communicate the value of Membership and Insurance products.
• Use call reviews and performance metrics to identify coaching opportunities and celebrate wins.
• Resolve escalated member concerns while supporting long-term retention.
• Recruit, develop, and retain strong talent.
• Identify opportunities to improve processes, performance, and the overall member experience.

Preferred Experience

• Bachelor’s degree or an equivalent combination of education and experience.
• 4–6 years of experience in insurance, retention, sales, or a related customer-focused environment preferred.1–3 years of supervisory or people-leadership experience.

Skills & Qualifications

• Strong leadership and managerial skills with the ability to motivate, coach, and develop a high-performing team.
• Strong sales expertise and the ability to teach and reinforce effective selling and retention techniques.
• Excellent verbal and written communication, interpersonal, coaching, and presentation skills.
• Ability to coach Agents on overcoming objections, reinforcing the brand, and building awareness of product and service value.
• Strong organizational and time-management skills.
• Proven ability to negotiate, de-escalate, and resolve complex customer concerns.
• Knowledge of contact-center operations, including automatic call distribution technology, workforce management software, service-quality programs, and industry best practices.
• Working knowledge of Human Resources practices, including wage-and-hour and labor requirements.
• Proficiency with Microsoft Outlook, Word, PowerPoint, and Excel.

Remarkable benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win.

• All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
• "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”