Lead Sales and Service Representative (59676

Job Details

Location:

Fairhaven, MA 02719
Position Type:
Full Time
Salary Range: $23.00 - $27.25 Hourly

Shift: 1st Shift
Category:
Customer Experience

• 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 and 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/, registration renewals, and reviewing 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, including mapping, routing, possible hotel and car reservations.
• Promotes and assists members with International/Inter American driving permits, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other club products.

• 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 KPIs while maintaining a positive member experience.
• Keeps up to date on all promotions and initiatives in the branch.
• Recognizes opportunities to improve overall branch performance.

• Assists with the daily, weekly, and monthly reports, including cash report, inventory, and handles the opening/closing procedures for the branch.
• Processes registry reports and auto loan transactions, where applicable.
• Ensures company policies and procedures for day‑to‑day management of the branch, including security of the branch office.
• Oversees the maintenance and physical appearance of the branch office, ensuring compliance with club standards on audit.
• Identifies needs for improvements and/or repairs and coordinates activity with building services.
• Adheres to all policies and procedures pertaining to the security of cash, ticket inventory, notary books, and other club property.
• When applicable, secures the branch funds, including branch deposit.
• Performs job duties according to department policies, procedures, and practices within scope of authority, including adherence to all club/department safety protocols.

• Education:
  
  High School Diploma or GED Required;
  Associate's Degree Preferred.
• Experience:
  
  Customer Service with a focus in Sales Required.
• Licenses and
  
  Certifications:
  
  Must satisfactorily pass state specific and federal background check during pre and post hiring in accordance with state and federal requirements; must meet individual state requirements to perform registry & TSA services.

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.