Member Service Counselor Registry (59485)

AAA Northeast•Newburyport, MA

4d•$21 - $24•Onsite

About The Position

At AAA Northeast, we are committed to helping and serving our members, a mission that has remained constant for over a century. We are a resilient and reliable brand, recognized as a top employer and best place to work in the Northeast. As a Member Service Counselor – Registry, you will provide sales and service to members in areas such as membership, reservations, and other branch products and services, both in-person and over the phone. In select states, you will also provide registry services, ensuring compliance with state regulations. Your role will involve achieving sales and referral standards, recommending club products and services, and embodying the club's mission and values 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 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, maintaining department standards for in-person and phone servicing, and supporting club partnerships (e.g., Registry Services, TSA).
In select locations, provides registry services and/or TSA services, including handling confidential documents, processing information, and inputting data into databases and systems.
Services include license/ID renewals and registration renewals. Must be able to review applications and forms for completeness in compliance with laws, rules, regulations, and standards.
Provides assistance to members for accommodations and points of interest, including mapping, routing, and making 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 goals.
Educates members on all benefits and KPIs through the five-diamond process and cross-selling techniques, while maintaining a positive member experience.
Stays 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 (e.g., Travel, Insurance, Membership, Finance, IT, Member Relations) to coordinate and gather information for member or department issues.
Performs job duties according to department policies, procedures, and practices within the scope of authority, adhering to all club/department safety protocols.