What are the responsibilities and job description for the Member Service Counselor Registry position at AAA Northeast?
Job Details
Description
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.
*Sign-on bonus terms: Any candidate who accepts a full-time, regular job as a Sales and Service Representative with AAA Northeast at our Framingham Branch location will be eligible to receive a $1500 sign-on bonus. Effective 11/14/23 - 12/31/23. This bonus is payable in 2 installments, 1/2 at 3 months and 1/2 upon successful completion of 6 months of employment .
As Member Service Counselor - Registry, 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.
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.
Essential Functions
• 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.
• Performs other duties as assigned
• Complies with all policies and standards
Qualifications
Education
High School Diploma or GED Required
Work Experience
1-3 years Customer Service with a focus in Sales Required and
Experience with proper cash handling procedures Required
