Lead Member Service Counselor Registry (59201)

AAA Northeast•Tewksbury, MA

3d•$24 - $29•Onsite

About The Position

AAA Northeast is seeking a Lead Member Service Counselor Registry to join their branch team. This role is a fantastic steppingstone for candidates who want to grow and learn in a team environment. The position involves providing excellent customer service, handling complex member issues, and performing regular duties of a Member Service Counselor. In select locations, this role also provides registry and/or TSA services, including handling confidential documents and processing renewals. The role also assists members with travel accommodations and promotes various AAA products. Sales responsibilities include meeting member satisfaction scores and educating members on benefits through cross-selling techniques. Daily operations involve assisting with reports, opening/closing procedures, and ensuring branch security and maintenance. The company is committed to giving back to the community and has been rated a top employer in the Northeast.

Requirements

High School Diploma or GED Required
Customer Service with a focus in Sales Required
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

Nice To Haves

Associate's Degree Preferred

Responsibilities

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.
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.
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.