Lead Sales and Service Representative (59676)

What You Will Do

• Member Service:
  • 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.
  • 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 Registry Services, TSA, etc.).
  • In select locations: provides registry services and/or TSA 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:
  • As needed, assists with the daily, weekly, and monthly reports, including cash report, inventory, handles the opening/closing procedures for the branch.
  • Processes registry reports and auto loan transactions, where applicable.
  • In conjunction with Branch Manager I, ensures company policies and procedures for the day-to-day management of the branch including security of the branch office.
  • Oversees the maintenance and physical appearance of branch office, ensuring compliance with Club standards on the branch audit.
  • Identifies needs for improvements and/or repairs and coordinates activity with the building services.
  • Adheres to all policies and procedures pertaining to the security of cash, ticket inventory, notary books, and other club property.
  • When applicable, responsible for securing the branch funds, including branch deposit.
  • Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols.
• May travel to nearby locations to assist with branch coverage.

Qualifications

• Education:
  • High School Diploma or GED Required
  • Associate's Degree Preferred
• Experience:
  • Customer Service with a focus in Sales Required
• Licenses and Certifications:
  • Satisfactorily pass state specific and federal background check during pre and post hiring in accordance with state and federal requirements Required
  • Must meet individual state requirements to perform registry & TSA services; including clearing federal/state specific background checks/processes Required

Benefits

• Best-in-class health plans
• Company matching 401(k)
• Free AAA membership
• Vacation, holiday and sick pay
• Competitive salary
• Incentives

Schedule

Daytime schedule