AAA Northeast Branch Customer Service Representative in Various MA Branches, Massachusetts


AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Utilizes Touchpoints & cross selling techniques to promote positive member relations and enhance the value of Club membership.

Promote the sales of primary and associate memberships, counsels public on benefits accruing to AAA members, including AAA Plus, AAA Premier and AAA credit card programs; makes any changes on existing memberships and assists members with membership problems; processes transactions and reports, where applicable. Consistently meets and/or exceeds minimum member satisfaction scores.

Provides assistance to members for all travel needs, accommodations and points of interest; provides AAA publications and other materials to members; makes hotel and motel reservations for members; counsels members regarding special packages/city tours or travel promotions that may be offered.

Assists members in obtaining International/Inter-American Driving Permits; takes passport photos; assists members in obtaining car rentals; sells a variety of travel products; sells travelers checks, entertainment tickets and all other Club products to members.

Whenever appropriate, counsels members on the need to arrange for total travel protection such as AAA Plus, AAA Premier, Associate Memberships and other products. Refers members to AAA Insurance Agency, financial services for review of auto and homeowner coverage.

Assists members with a variety of reservations including, but not limited to accommodations, amusement tickets, ferries and ground transportation by supplying rates schedules and booking same.

Receives payments from walk-in members for a myriad of products and services including, but not limited to membership dues, travel agency purchases, entertainment and amusement park tickets IDP's, IADP's passport photos, atlases, etc.

When required, assists with the activity reports, including cash report, handles the closing procedures for the branch.

Sells American Express travelers cheques and complies with all rules governing those transactions; sells Travel Money Products, strives to cross-sell Cheques for Two whenever possible; assists member with the cashing of cheques and processes claims for lost or stolen cheques.

Adheres to all policies and procedures pertaining to the security of cash, travelers cheques, ticket inventory and other Club property.

Serves as a resource to members by processing auto loans and home equity loans for members.

Performs job duties according to department policies, procedures and practices.

QUALIFICATIONS High school diploma or general education degree (GED). Strong sales skills; ability to function as a team player and to adapt to changing priorities and conditions; ability to recommend & sell products and services while maintaining a high level of customer service. Ability to express or exchange information by means of spoken word, both in person and on the telephone, strong interpersonal skills; good problem solving skills; understanding of basic mathematical skills; knowledge of computer software applications; ability to operate office equipment; attention to detail and the ability to write information neatly and accurately; ability to maintain confidentiality.

Schedule: Monday-Friday 9am-5pm, alternating Saturday's 9am-1pm

Requisition Number: 16-1699

Title: Branch Customer Service Representative

City: Various MA Branches

State: MA

Status: Full-Time

Type of Position: Regular