Work schedule: Monday-Friday 8:45am-5:15pm; 40-hours per week. At least 2 Saturdays per month 8:45am-1:15pm; when working a Saturday, can opt for a full or 1/2 day off during the M-F workweek. *At times, business needs may require an earlier arrival and/or later departure.

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.
As Member Service Counselor – Branch, you will provide sales and service to members in the areas of membership, reservations, and other branch products and services both in-person and over-the-phone. In select states, provide registry services and ensures compliance and state regulations are met. The Member Service Counselor will achieve assigned standards for sales and referrals, recommend club products and services, and embody club mission and value statements with all interactions.
What you will do:

• Member Service: • Develops comprehensive knowledge of products and services offered by AAA Northeast. Uses information to promote the sales of memberships, including upgrades, auto-renewal and digital membership. Uses technology and product knowledge to promote AAA credit card program, business line referrals and other club initiatives. Makes any changes on existing memberships and assists members with any issues that may arise. • Delivers accurate and timely information to members regarding club products/services. Maintains department standards including servicing members in-person and over-the-phone and supporting club partnerships (such as Amazon, TSA, Registry Services). • 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. • Provides assistance to members for accommodations and points of interest. This includes, mapping, routing, and possible hotel and car reservations for members. 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.
• Sales: • Consistently meets and/or exceeds minimum member satisfaction scores and other related position related goals. • Develops comprehensive knowledge of products and services offered by AAA Northeast. Through the five-diamond process, cross selling techniques, and club and department training, educates members of all benefits and KPI’s while maintaining a positive member experience. • Keeps up to date on all promotions and initiatives in the branch. This includes recognizing opportunities to improve overall branch performance.
• Daily Operations: • Acts as a liaison with other departments, including but not limited to; Travel, Insurance, Membership, Finance, IT, Member Relations to coordinate and gather appropriate information for the member or department issues. • Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols.

Education
High School Diploma or GED Required

Experience

Customer Service with a focus in Sales Required and Experience with proper cash handling procedures Required

Licenses and Certifications

Skills

Think, Act & Be Safe. Ability to maintain confidentiality. Encourage, build, and maintain mutual trust, respect, and cooperation with others. Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person. Strong sales skills; ability to learn, recommend & sell products and services while maintaining a high level of customer service. Ability to proactively and consistently close sales and generate referral opportunities by assessing customer needs, cross selling and up selling products and services. Knowledge of proper cash handling procedures including completing deposits. Ability to operate a computer with relevant software applications.