Membership Specialist

AAA • Suffolk, VA

9d • Onsite

About The Position

The Membership Specialist assists members with Auto Travel needs and provides counsel on related subjects. This role involves asking qualifying questions to determine member needs, providing travel-related materials such as maps, Triptiks, and Tour Books, and promoting and selling AAA products and services. The position also includes providing DMV registration services, maintaining knowledge of DMV regulations, and completing transactions according to policy. Additionally, the specialist supports the branch at reception, identifies cross-sell opportunities, enhances member relationships by diversifying product and service usage, and provides leads to other departments. Notary Public services are also part of the role, requiring the processing of Notary transactions and maintenance of commission. The specialist will book car, hotel, and domestic hotel packages, prepare TripTiks, IDPs, process passport photos, and routings. Administrative functions for the branch include balancing cash drawers, posting ledgers, resolving discrepancies, filing receipts, submitting documents, making deposits, retaining documents for auditing, and processing FIRM. The role also involves processing membership and insurance payments, offering automatic renewal, handling membership changes and upgrades, managing ERS complaints, providing tip packs, and supporting corporate initiatives for membership retention.

Requirements

• High School GED
• 1-3 years Customer service
• Customer Relations and Interpersonal skills – Understanding and anticipating members’ needs and expectations, and striving to meet or exceed those expectations; using good customer relations and interpersonal skills in helping solve members’ problems and answer their questions.
• Active Listening – Listening to, interpreting, understanding, and processing verbal information; probing to ensure all key information is obtained from the member.
• Communications and Telephone Skills – Using proper telephone etiquette and speaking in a clear, understandable manner; tactfully controlling interactions in order to efficiently obtain and give necessary information; clearly explaining directions, policies, benefits, and services that will be provided; preparing written communications and documents.
• Decision Making and Problem Solving – Analyzing information, identifying alternatives, and making sound, logical decisions; deviating from standard procedures when appropriate for delivering excellent member service.
• Teamwork and Cooperation – Helping out others on the team and being a good team player; building smooth, cooperative working relationships.
• Dealing with High Volume – Dealing effectively with high volume and time pressure; displaying a positive caring attitude with each member.
• Flexibility and Adaptability – Adapting to change and being flexible in adjusting approach to meet the needs in different situations; rotating among job functions as needed.
• Reading Maps and Using Other Reference Materials – Displaying knowledge of maps, routings and directions, points of interest, national parks, etc.
• Computer and Technology Skills – Using the computer to accomplish job related tasks
• Promoting AAA Products and Services – Recommending and selling AAA products and services; displaying organizational pride.

Nice To Haves

• Notary Public commission

Responsibilities

• Assist members with Auto Travel needs and provide counsel on related subjects.
• Ask qualifying questions to determine member needs.
• Provide maps, Triptiks, Tour Books, and other travel related materials.
• Promote and sell AAA products and services.
• Provide DMV registration services to members.
• Maintain current knowledge of DMV regulations.
• Complete all transactions according to DMV and Club policy and procedures.
• Support the Branch at reception with member check in and provide maps, tour books and other travel related materials.
• Identify cross-sell opportunities based on members’ product needs and service.
• Enhance member relationship by diversifying use of products and services, including automotive, financial products and travel resale materials.
• Provide leads to insurance, life, travel and other departments as appropriate.
• Meet cross sell goals.
• Process Notary transactions for members according to National Notary Association and Club procedures.
• Maintain knowledge and Notary commission.
• Book car, hotel and domestic hotel packages.
• Prepare TripTiks, IDPs, process passport photos and routings for members.
• Perform administrative functions for the branch, including but not limited to: Balance cash drawers, post ledgers, assist in resolving overages/shortages, file receipts, submit documents when necessary, make deposits, retain documents for auditing in the manner required, and process FIRM.
• Process payments for memberships/insurance policies and offer automatic renewal.
• Offer and process changes to membership files and upgrade basic memberships to memberships with higher value (AAA+ or RV or Premier etc.) as appropriate.
• Handle ERS complaints, provide tip packs, and balance reconcile cash drawers.
• Support corporate initiatives to improve membership retention such as collecting valid email addresses, acknowledging first year members and supporting AAA Auto Pay and Identity Theft Monitoring.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

What This Job Offers

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