Member Service Counselor Branch

Job Details:

Location:

Hackensack, NJ 07601
Position Type:
Full Time
Salary Range: $22.00 - $24.75 Hourly

Job Shift: 1st Shift
Job Category:
Customer Experience

Member Service Counselor Branch – role focused on customer service, sales, and daily operations for AAA Northeast members. The position requires comprehensive product knowledge, sales proficiency, and ability to support a variety of member services.

• Develop and maintain knowledge of AAA Northeast products and services, promoting membership sales, upgrades, auto‑renewal, and digital membership.
• Utilize technology and product knowledge to promote the AAA credit card program, business line referrals, and other club initiatives.
• Modify existing memberships and assist members with any related issues.
• Provide accurate and timely information to members regarding club products and services.
• Meet department standards for in‑person and over‑the‑phone service and support club partnerships such as Registry Services and TSA.
• In select locations, provide registry and TSA services, including handling confidential documents, inputting data, and processing license/ and registration renewals.
• Assist members with accommodations and points of interest, including mapping, routing, hotel and car reservations.
• Promote and assist members with international driving permits, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other club products.

• Consistently meet or exceed member satisfaction scores and other related goals.
• Apply the five‑diamond process, cross‑selling techniques, and department training to educate members on all benefits and KPIs while maintaining a positive experience.
• Stay current on promotions and initiatives, recognizing opportunities to improve overall branch performance.

• Act as liaison with other departments (Travel, Insurance, Membership, Finance, IT, Member Relations) to coordinate and gather information for members or department issues.
• Perform job duties in accordance with department policies, procedures, and practices within scope of authority, including adherence to safety protocols.
• Travel to nearby locations as needed to assist with branch coverage.

• High School Diploma or GED required.

• Customer Service experience with a focus on Sales required.

• Pass state‑specific and federal background checks pre‑ and post‑hiring.
• Meet individual state requirements to perform Registry & TSA services, including completion of required background checks/processes.

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.