Sales and Service Representative

Job Details

Job Location:

Worcester, MA 01606
Position Type:
Full Time
Salary Range: $20.75 - $23.50 Hourly

Job Shift: 1st Shift
Job Category:
Customer Experience

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, 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.

• Develop comprehensive knowledge of products and services offered by AAA Northeast and use this information to promote the sales of memberships, including upgrades, auto‑renewal and digital membership.
• Use technology and product knowledge to promote AAA credit card program, business line referrals and other club initiatives, and make any changes to existing memberships while assisting members with any issues.
• Deliver accurate and timely information to members regarding club products and services, maintaining department standards for servicing members in‑person and over the phone and supporting club partnerships such as Registry Services, TSA, etc.
• In select locations, provide registry and TSA services, including handling and processing confidential documents, inputting information into databases and systems, and reviewing applications for completeness in compliance with applicable laws and regulations.
• Provide assistance to members for accommodations and points of interest, such as mapping, routing, and hotel or car reservations.
• Promote and assist members with international and Inter‑American driving permits, passport photos, foreign currency, theme park tickets, entertainment tickets and all other club products.

• Consistently meet and/or exceed minimum member satisfaction scores and other related goals.
• Develop comprehensive knowledge of products and services, and apply the five‑diamond process, cross‑selling techniques, and department training to educate members on all benefits and KPIs while maintaining a positive experience.
• Keep up to date on all branch promotions and initiatives, recognizing opportunities to improve overall branch performance.

• Act as a liaison with other departments, including Travel, Insurance, Membership, Finance, IT, Member Relations, to coordinate and gather appropriate information for members or departmental issues.
• Perform job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club and department safety protocols.

• Education:
  
  High School Diploma or GED.
• Experience:
  
  Customer Service with a focus on Sales.
• Licenses and
  
  Certifications:
  
  Satisfactorily pass state‑specific and federal background checks at pre‑ and post‑hiring in accordance with state and federal requirements.
• Must meet individual state requirements to perform registry and TSA services, including clearing federal and state specific background check processes.

AAA Northeast is proud of its diverse culture, fostered by the many talents, skills, passions, and expertise of its employees. We are an equal‑opportunity employer and 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.