Retail Service Specialist

Retail Service Specialist – AAA Auto Club Enterprises

This position is an entry‑level role in the branch that supports services such as DMV transactions and the sale of movie and attraction tickets. The role cross‑sells key products and services and works reception as needed. Responsibilities include performing requested services such as passport photo, IDPs, distribution of maps, and other member services. The position maintains service quality levels and provides added value through MRM, cross‑selling other services while maintaining high accuracy and meeting individual cross‑sell goals.

• Process DMV transactions, take passport photos, distribute maps, and provide other services for members. Identify cross‑sell opportunities based on members’ product needs and service requests. Enhance member relationships by diversifying the use of products and services including the sale of attraction and movie tickets. Provide leads to insurance, life, travel and other departments as appropriate. Meet cross‑sell goals.
• Process upgrades from basic memberships to memberships with higher value (AAA+, RV, Premier, etc.) and offer member add‑ons and automatic renewal, when appropriate. Order lost cards and issue temporary membership cards.
• Provide support to reception as needed. Maintain and update member information in POS, including updates to phone numbers, e‑mail, address, etc. Identify new members and inform them of current member benefits and introduce them to Branch Management.
• Order supplies, receive shipments, send and distribute mail, and maintain Branch bookstore inventory. Provide administrative support to travel through document printing, brochure ordering and other tasks.
• Support corporate initiatives to improve membership retention such as collecting valid email addresses, acknowledging first‑year members and supporting AAA Auto Pay and Identity Theft Monitoring.
• Process lower‑complexity automotive and cashiering transactions efficiently. Ensure adequate information is obtained before entering complex requests into the queue.
• Decisions are generally limited to how to best service the member. The position analyzes member requests and determines the best service recommendations or actions.

• High School GED required.
• 1–3 years customer service preferred.
• Moderate knowledge of most ACE products and services desired in the following areas: travel counseling, publications, maps, regulations and routing.
• Must be able to order maps and other travel supplies.
• Ability to learn operation of branch equipment such as computers, printers, and passport photo cameras.
• General knowledge of Mexican insurance and travel documents and international driver’s permits desired.
• Ability to acquire knowledge and training on DMV rules, regulations and procedures regarding renewals.
• Windows, Outlook, Internet/Intranet access skills required.
• General knowledge of club systems preferred.
• Capable of completing Computer Based Training courses as required.

The starting pay for this position is $22.00 per hour. You will also be eligible to participate in our incentive program based on team and individual performance.

• Health coverage (medical, dental, vision)
• 401(k) savings plan with company match and pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

AAA is an Equal Opportunity Employer. The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).