Lead Sales and Service Representative

Work schedule:

Monday-Friday 8:45am-5:15pm; 40-hours per week. At least 2 Saturdays per month 8:45am-1:15pm; when working a Saturday, can opt for a full or 1/2 day off during the M-F workweek.
* At times, business needs may require an earlier arrival and/or later departure.

Additional Comments 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:

Sales and Leadership:

- Acts as a service leader within the branch by providing real-time support and assistance to Member Service Counselors as needed. Handles escalated or complex member service issues with professionalism and sound judgment, demonstrating strong relationship-building skills and a commitment to Five Diamond Service while protecting and reinforcing the AAA brand legacy. Performs all core duties of a Member Service Counselor while serving as a role model for service excellence - Consistently meets or exceeds monthly and annual position-related performance metrics while achieving member satisfaction scores to support a positive and high-quality member experience and contribute to the Club’s overall goals and objectives.

-Develops and maintains comprehensive knowledge of AAA Northeast products and services through Five Diamond Service practices, cross-selling techniques, and ongoing club and department training. Effectively educates members on available benefits and key performance indicators while maintaining a positive, member-focused service experience.

- Stays current on branch promotions and initiatives and identifies opportunities to improve individual service delivery and overall branch performance.

Member Service:

- Ensures a consistently high-quality member experience by actively supporting daily service delivery across all business lines, both in person and over the phone. Assists with managing member wait times, observes and supports staff-member interactions, and steps in to directly service members as needed to support timely, effective, and seamless transactions.

-Delivers accurate, timely, and complete information to members regarding club products, services, and partnerships. Maintains department service standards by supporting in person and telephone interactions and ensuring compliance with service expectations related to Registry Services, TSA, and other club supported offerings.

- Provides Registry Services and/or TSA services in select locations, including the handling and processing of confidential documents and information and accurate entry into required systems and databases. Services include, but are not limited to, license and  and vehicle registration renewals. Reviews applications and forms for completeness and accuracy, both in person and over the phone, in compliance with applicable laws, regulations, and organizational standards.

- Provides assistance with travel related services and member needs, including accommodations and points of interest, mapping and routing, and potential hotel or car rental reservations. Promotes and fulfills International and Inter American Driving Permits, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other applicable club products and services.

- Supports office readiness and service flow by ensuring member-facing materials, merchandise, and resources are organized, available, and presentation-ready, and by communicating recurring member concerns or service challenges to the Sales and Service Manager…