Branch Customer Service Rep - Grand Rapids/Kentwood, MI

Position Summary

Customer service talent is in demand, and today’s candidates want a role where they can build relationships, grow their skills, and make a real impact every day. As a Branch Customer Service Representative with The Auto Club Group, you’ll be the welcoming face of AAA—helping members with trusted products and services while driving satisfaction, sales, and long-term career growth.

Key Responsibilities

• Greet, service, and support members by promoting and selling membership, travel products, select banking products, and other ACG offerings.
• Generate leads, share travel and insurance specials, provide travel information, and conduct outbound promotional calls for insurance and travel products.
• Respond to member inquiries, help resolve complaints, and refer complex questions or concerns to senior staff, agents, or management when appropriate.
• Process payments for insurance policies, travel products, tickets, and travel money products while handling remittance/depository transfers and balancing the cash drawer.
• Provide administrative support to travel and insurance sales staff during peak periods and participate in office activities that support branch goals.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or equivalent
• Experience working in a customer-focused environment and delivering timely, helpful solutions
• Ability to take personal responsibility, use good judgment, and seek solutions when challenges arise
• Comfortable using Microsoft Office applications and learning workplace technology that supports customer service
• Able to multitask, prioritize work effectively, and stay focused on meeting office and customer service goals

Key Strengths for Success in This Role

• People-First Service Mindset: Bring passion and enthusiasm for working with people while consistently exceeding member expectations through professionalism, efficient service, and a well-maintained work area.
• Communication & Teamwork: Communicate effectively, both verbally and in writing, and work collaboratively in a team environment.
• Accuracy & Attention to Detail: Perform basic mathematical calculations accurately to support monetary transactions.
• Adaptability & Pace: Work under pressure in a high-volume, fast-paced customer service environment.
• Schedule Flexibility: Work irregular hours, including holidays and weekends, and participate in community events when needed.

Work Environment

This is an in-office position. Employees will service ACG members in-person and are based on site in an ACG branch facility.

Compensation & Benefits Overview

• Competitive hourly wage of $19.00–$21.50, based on experience, plus additional incentives and annual bonus potential based on performance.
• Health & Wellness: Medical plans with multiple coverage options, including HSA eligibility; prescription drug coverage; dental and vision benefits; Employee Assistance Program (confidential support services).
• Financial Protection & Insurance: Company-paid basic life insurance; optional supplemental life insurance and dependent coverage; short-term and long-term disability coverage; critical illness, accident, and pet insurance options.
• Retirement & Savings: 401(k) plan to support long-term financial goals; 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax; company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting; additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service; Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
• Time Off & Leave: Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment; full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements; part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month; paid holidays: full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day; holidays vary by business unit schedules; part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays; holidays vary by business unit schedules; paid leave programs, including parental, bereavement, jury duty, and military leave.
• Career Growth & Education: Tuition assistance (up to $5,250 annually; 80% covered by ACG); professional certification support with 100% reimbursement for eligible programs; opportunities for career development and advancement.
• Additional Perks: Complimentary AAA membership with roadside assistance and travel discounts; adoption assistance program.

Important Note

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.