Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
Demonstrates leadership abilities in the branch, using independent judgement, makes decisions and exercises appropriate authority to resolve problems. Assists management in various day-to-day activities of the branch in addition to upholding the responsibility of a counselor. Provides sales and service to members in areas of membership, reservations and other branch products and services both in-person and over the phone. Achieves assigned standards for sales and referrals for recommending club products and services. Embodies club mission and value statements with all interactions.
What you will do:

• Acts as a leader in the branch, providing assistance to counselors as necessary; handles more complex member service issues, demonstrates relationship building skills; resolves problems with Five Diamond Service, focusing on protecting the AAA brand legacy. Responsible for performing all regular duties of a Member Service Counselor. When required assists with the daily, weekly, and monthly reports, including cash report, travel store reports, handles the opening/closing procedures for the branch. Processes registry transactions and reports, where applicable.
• Develops comprehensive knowledge of products and services offered by AAA Northeast. Uses information to promote the sales of primary and associate memberships including upgrading to AAA Plus/Premier. and upsells all other membership benefits, while promoting auto-renewal program. Makes any changes on existing memberships and assists members with any issues that may arise.
• Consistently meets and/or exceeds minimum member satisfaction scores and other position related goals. This includes recognizing opportunities to improve overall branch performance. Utilizes systems/technology & cross selling techniques to create an overall positive member experience, while enhancing the value of club membership. In select locations, provides registry services, including handling/processing confidential documents and information, inputting information into databases and systems. Services include but are not limited to, license/ID renewals, registration renewals. Must be able to review applications and forms for completeness in person and over the phone in compliance with laws, rules, regulations, and standards. Must meet individual state requirements to perform registry services; including clearing state specific background. checks/processes.
• Provides assistance to members for accommodations and points of interest. This includes, mapping, routing, and providing AAA publications and other materials, booking hotel and car reservations for members. When applicable, books members special packages/city tours or travel excursions. Promotes and assists members with international/InterAmerican driving permits; passport photos; foreign currency, theme park tickets, entertainment tickets and all other club products to members.
• Adheres to all policies and procedures pertaining to the security of cash, ticket inventory and other club property. This includes cash handling for multiple business lines. When applicable, responsible for securing the branch deposit, this includes bank-runs.
• Acts as a liaison with other departments, including but not limited to; Travel, Insurance, Membership, Finance, IT, Member Relations, and Facilities to coordinate and gather appropriate information for the member or department issues. Serves as a resource to members by processing auto loans.
• Performs other job-related duties as required. Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols. The job description may not be inclusive of all the assigned duties, responsibilities, or aspects of the job described.

Education
High School Diploma or GED Required and College degree Preferred

Experience

3-4 years Customer Service with a focus in Sales Required

Licenses and Certifications

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.