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Provides sales and service to members in the areas of membership, reservations and other branch products and services including providing registry services were applicable. Achieves assigned minimum standards for sales and referrals for recommending Club products and services. Adheres to the Club Customer Service Standards and values with all interactions.
Develops comprehensive knowledge of products and services offered by AAA Northeast. Consistently meets and/or exceeds minimum member satisfaction scores and other related position related goals. Utilizes systems/technology & cross selling techniques to create an overall positive member experience, while enhancing the value of Club membership. Provides registry services, including processing confidential documents and information, inputting information into databases and systems ensuring all State and Federal requirements are met. View and issue secure documents and verify identities as well as have substantial contact with members of the public seeking services or information. Services vary by state but include State Drivers Licensing, State ID, Registration services and issuance of Federal Real ID endorsements. Attention to detail is a must including the ability to review applications and forms for completeness and compliance with laws, rules, regulations and standards. Provides assistance to members for all travel needs, car rentals, accommodations and points of interest; provides AAA publications and other materials to members; makes hotel, car, bus and ferry reservations for members; counsels and books members special packages/city tours or travel promotions. Promote the sales of primary and associate memberships, counsels public on benefits accruing to AAA members, including AAA Premier, Plus, AAA credit card program and other branch promotions; makes any changes on existing memberships and assists members with membership problems. Assists members with International/Inter-American Driving Permit, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other Club products to members. Adheres to all policies and procedures pertaining to the security of cash, ticket inventory and other Club property. Receives payments from walk-in members for a myriad of products and services including, but not limited to membership dues, insurance premiums, travel agency purchases, entertainment and amusement park tickets IDP's, IADP's passport photos, travel store products, etc. 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 other job related duties as required. Performs job duties according to department policies, procedures and practices within scope of authority.
Education/Licenses/Certifications: High School diploma or GED required Must pass a federal background and fingerprinting check (as applicable by state) Experience: 1 year customer service experience preferred Skills & Abilities: Ability to convince others to buy goods/services or to otherwise change their minds or actions. Encourage and build mutual trust, respect, and cooperation with others and maintain them. Ability to address various high volume and challenging situations. Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person. Ability to apply general rules to specific problems to produce answers that make sense. Ability to add, subtract, multiply, or divide quickly and accurately. Ability to operate a computer with relevant software applications. Ability to maintain confidentiality. AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.