Branch Customer Sales & Service - Charlotte, NC (Southern Metro)

Why Choose a Career with the AAA The Auto Club Group (ACG)

• Established brand that has been around for over 100 years; members know and trust us
• Branch Offices house travel, membership, insurance sales, and support employees
• Drive new business with competitive products and help retain ACG’s 14+ million members
• Excellent opportunities to build a long-term career path within ACG

This role can lead to other positions such as:

• Other Branch roles: Field Insurance Sales Agent, Travel Agent
• Call Centers (ERS, Sales and Service, etc.)
• Automotive Services
• Claims
• Underwriting

About the role

The Auto Club Group is seeking Branch Customer Service Representatives to promote ACG products and services, drive customer satisfaction, and participate in office events to generate revenue by improving member awareness.

As the face of our branch, you will greet customers and provide peace of mind by servicing their needs.

Responsibilities

• Provide sales and support services to members including greeting, servicing, and selling membership, travel products (car, hotel, basic tour packages, etc.), and some banking products
• Generate leads, update members on travel and insurance specials, and provide travel information
• Respond to customer inquiries and refer to senior staff or agent when appropriate
• Provide cashiering services: process payments for insurance policies (installment, lapse, or reinstatement), travel and ticket sales, travel money products, remittance/depository transfers, and balance cash drawer
• Receive and resolve member/customer complaints; seek assistance from management when needed
• Provide administrative support to travel and/or insurance sales staff during peak periods
• Conduct outbound promotional calls for insurance and/or travel products
• Other duties as assigned

Requirements

• High School Diploma or equivalent
• Experience working in a customer-focused environment
• Providing customer-focused service and timely solutions to problems
• Proficiency in Microsoft Office applications
• Ability to take personal responsibility in seeking solutions to problems
• Strong multi-tasking and prioritization skills to meet customer service goals
• Passion and enthusiasm for working with people
• Basic mathematical skills to accurately perform monetary transactions
• Effective verbal and written communication in a work environment
• Ability to work effectively in a team environment
• Exceed member expectations in professionalism, customer service (phone or in-person), and maintenance of workstation and office facility
• Ability to work under pressure in a high-volume, fast-paced customer service environment
• Willingness to work irregular hours including holidays, weekends, and community events
• Ability to learn the following:
  • Promoting sales of insurance, travel, club, and membership products and services
  • Office cash procedures related to membership, travel, and insurance payments
  • Online cash register operating procedures and payments for ACG products and PPS
  • Balancing and daily remittance procedures
  • Technology related to travel (e.g., Focal Point, View Point, ITT, AXIS) and insurance sales (e.g., POS, IMS, IPM)
  • Membership systems
  • Excel software applications
  • Conducting outbound promotional calls for insurance and/or travel

Pay

Competitive hourly wage of $19.00 - $21.50, based on experience, with additional incentives and annual bonus potential based on performance.

Benefits

• Medical, dental, and vision benefits
• 401k match
• Paid parental leave and adoption assistance
• Paid Time Off (PTO), company-paid holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance program and professional certification reimbursement
• Professional development opportunities
• AAA Membership discounts, perks, and rewards

Work Environment

• In-office position based at an ACG branch facility
• Service ACG members in-person
• Temperature-controlled office environment