Lead Member Service Counselor Branch (58620)

• Job Location: Lowell, MA 01854
• Position Type: Full Time
• Salary Range: $24.35 - $26.40 Hourly
• Job Shift: 1st Shift
• Job Category: Customer Experience

Work Schedule

Monday-Friday 8:45am-5:15pm; alternating Saturdays 8:45-1:15, with 1/2 day during week when working Saturday Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? Jump-start your career with AAA Northeast! Take your sales and customer service skills to the next level by joining our branch team! Our Lead Sales and Service Representative – Branch is a fantastic steppingstone role for candidates who want to grow and learn in a team environment! Our team enjoys fantastic benefits: best-in-class health plans, company matching 401(k), free AAA membership, vacation, holiday and sick pay, competitive salary, incentives and MORE! Make a difference in our members’ lives while enjoying a daytime schedule! Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you! What you will do: Member Service:

• 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. Sales:
• 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. Daily Operations:
• 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 team.
• 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. This job description may not be inclusive of all the assigned duties, responsibilities, or aspects of the job described. May travel to nearby locations to assist with branch coverage.

Qualifications

Education High School Diploma or GED Required and Associate's Degree Preferred Experience Customer Service with a focus in Sales Required Licenses and Certifications 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, notary, & TSA services; including clearing state specific background checks/processes. Required AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees.

We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.