Lead Sales and Service Representative Branch (59931)

Jump-start your career with AAA Northeast! Take your sales and customer service skills to the next level by joining our branch team. Our team enjoys fantastic benefits and a daytime schedule. Our people are passionate about what they do, the product they sell, and the customers they serve.

Responsibilities

• Sales and Leadership:
  • Acts as a service leader within the branch by providing real-time support and assistance to Member Service Counselors as needed.
  • Handles escalated or complex member service issues with professionalism and sound judgment, demonstrating strong relationship-building skills and a commitment to Five Diamond Service while protecting and reinforcing the AAA brand legacy.
  • Performs all core duties of a Member Service Counselor while serving as a role model for service excellence.
  • Consistently meets or exceeds monthly and annual position-related performance metrics while achieving member satisfaction scores to support a positive and high-quality member experience.
  • Develops and maintains comprehensive knowledge of AAA Northeast products and services through Five Diamond Service practices, cross-selling techniques, and ongoing training.
  • Educates members on available benefits and key performance indicators while maintaining a positive, member-focused service experience.
  • Stays current on branch promotions and initiatives and identifies opportunities to improve individual service delivery and overall branch performance.
• Member Service:
  • Ensures a consistently high-quality member experience by actively supporting daily service delivery across all business lines, both in person and over the phone.
  • Assists with managing member wait times, observes and supports staff-member interactions, and steps in to directly service members as needed.
  • Delivers accurate, timely, and complete information to members regarding club products, services, and partnerships.
  • Maintains department service standards by supporting in-person and telephone interactions and ensuring compliance with service expectations related to Registry Services, TSA, and other offerings.
  • Provides assistance with travel-related services and member needs, including accommodations, mapping, routing, and potential hotel or car rental reservations.
  • Promotes and fulfills International and Inter-American Driving Permits, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other applicable club products and services.
  • Supports office readiness and service flow by ensuring member-facing materials, merchandise, and resources are organized and presentation-ready.
  • Communicates recurring member concerns or service challenges to the Sales and Service Manager as appropriate.
  • Listens actively to uncover member needs and concerns through meaningful, professional conversations that build trust and understanding.
  • Speaks comfortably and confidentially with members when addressing sensitive or complex situations, ensuring respect, discretion, and alignment with AAA Northeast privacy, security, and service standards.
• Daily Operations:
  • Assists with daily branch operations and reporting activities as needed, including daily, weekly, and monthly reports such as cash and inventory reports.
  • Supports branch opening and closing procedures and processes auto loan transactions where applicable.
  • Supports adherence to company policies and procedures related to day-to-day branch operations, including branch security.
  • Assists in maintaining the physical appearance and readiness of the branch office in alignment with Club standards and audit requirements.
  • Communicates identified needs for improvements or repairs to appropriate partners.
  • Adheres to all policies related to the security of branch assets including cash, ticket inventory, notary books, and other Club property.
  • When applicable, assists with securing branch funds, including preparation of branch deposits.
  • Performs all job duties in accordance with department policies, procedures, and practices, within defined scope of authority, including consistent compliance with all Club and department safety and security protocols.

Requirements

• High School Diploma or GED required; Associate's Degree preferred.
• 4+ years of customer service experience with a focus in sales required.
• Must satisfactorily pass state-specific and federal background checks during pre- and post-hiring in accordance with state and federal requirements.
• Must meet individual state requirements to perform registry & TSA services, including clearing federal/state-specific background checks/processes.

Benefits

• Career Growth: Ongoing world-class training and proven career paths to develop expertise and advance your career within AAA Northeast.
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period.
• Paid Time Off: 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more.

Pay

The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location. Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation.