Member Service Counselor Registry (59554)

AAA Northeast•Auburn, MA

6d•$21 - $24•Onsite

About The Position

At AAA Northeast, our mission is helping and serving, which has been a way of life for over a century, earning the trust of millions. We are a resilient and reliable brand committed to innovation and creating the best member experiences. As a Member Service Counselor – Registry, you will provide sales and service to members in areas of membership, reservations, and other branch products and services, both in-person and over the phone. In select states, you will provide registry services, ensuring compliance with state regulations. You will achieve assigned standards for sales and referrals, recommend club products and services, and embody the club's mission and value statements in all interactions.

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

Responsibilities

Develops comprehensive knowledge of products and services offered by AAA Northeast and uses this information to promote the sales of memberships, including upgrades, auto-renewal, and digital membership.
Uses technology and product knowledge to promote the AAA credit card program, business line referrals, and other club initiatives.
Makes changes to existing memberships and assists members with any issues that may arise.
Delivers accurate and timely information to members regarding club products/services and maintains department standards for servicing members in-person and over the phone.
Supports club partnerships, such as Registry Services and TSA.
In select locations, provides registry services and/or TSA services, including handling/processing confidential documents and information, and inputting information into databases and systems.
Services include, but are not limited to, license/ID renewals and registration renewals.
Reviews 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, including mapping, routing, and possible hotel and car reservations.
Promotes and assists members with International/InterAmerican driving permits, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other club products.
Consistently meets and/or exceeds minimum member satisfaction scores and other related position-related goals.
Educates members on all benefits and KPIs through the five-diamond process, cross-selling techniques, and club and department training, while maintaining a positive member experience.
Keeps up-to-date on all promotions and initiatives in the branch, recognizing opportunities to improve overall branch performance.
Acts as a liaison with other departments, including Travel, Insurance, Membership, Finance, IT, and Member Relations, to coordinate and gather appropriate information for member or department issues.
Performs job duties according to department policies, procedures, and practices within the scope of authority, including adhering to all club/department safety protocols.