Member Service Counselor Registry (58649)

AAA Northeast • New York, NY

4d • Onsite

About The Position

AAA Northeast is seeking a Member Service Counselor - Registry to join their team. This role involves providing sales and service to members regarding membership, reservations, and other branch products and services, both in-person and over the phone. In select states, the position also includes providing registry services and ensuring compliance with state regulations. The company is a top employer in the Northeast, committed to innovation and community involvement, with a mission of helping and serving members for over a century.

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. Uses information to promote the sales of memberships, including upgrades, auto-renewal and digital membership. Uses technology and product knowledge to promote AAA credit card program, business line referrals and other club initiatives. Makes any changes on existing memberships and assists members with any issues that may arise.
• 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.
• Acts as a liaison with other departments, including but not limited to; Travel, Insurance, Membership, Finance, IT, Member Relations to coordinate and gather appropriate information for the member or department issues.
• Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED